Job Summary
This positionis responsible forconducting day-to-day quality reviews ofHRproduction staff supporting the HR Service Center and Operations. The roleestablishesand manages quality processes aligned with HR business procedures across operations. It also supports quality improvement initiatives and partners with training and operations teams to implement process changes for new and existing agents, with a focus on delivering excellent customer experience andmaintaininga cost-effective, high-performing operation.
Essential Duties And Responsibilities
Quality Assurance
- Manageand achievedailyquality assurance targets.
- Review andperformevaluationsofwork, includingdailytaskperformed byHRagents.
- Collaborate with key stakeholders on quality processes and scoring techniques.
- Providestimelyandaccuratereports on quality task completion status for each assigned agentand team.
- Raise quality assurance concerns and issuesimmediatelytoappropriate partiesto drive resolution.
- Providecoaching and feedback toevaluatedagentsand their respective supervisor.
- Assistin definingandmaintainingstandards to ensure the integrity of the Quality Assurance process.
- Calibrate quality scores in an objective and normalized manner.
- Ensure quality consistency across sites and work groups with a focus on the customer experience and a high-performing operation.
- Ability tomotivate and recognize employeeswho deliver high quality performance.
- Conducttraining sessions on process changes.
Quality ImprovementSupport
- Conduct root cause analysis onmissedperformance metricstoidentifyand recommend process improvements
- Conduct analysis oneventsthat aredeemedtonegativelyimpactthe customers quality experience
- Use business tools,dataand advanced industry knowledge toidentifyquality improvement opportunities
- Maintain reports to track and trend root cause analysis findings and performance improvements
- ReportQA findings tostaffand functional leads toidentifyingnecessarytrainingand knowledgetransferrequiredto improve performance
- Ability toconsolidatequality data andassistinconductinggap analysis toidentifyroot causes and recommend improvements
- Participate infrequentdiscussions tofacilitateunderstanding and change neededto improve business performance
- Work in a collaborative manner tomaintainan effective relationship with allstakeholdergroups
- Prepare requiredmonthlyreporting and ad hoc reports on QA resultsina timelyfashion
- Responsible fortraining new hire agents on business processes and procedures.
Education/Experience
The minimum education requirements are:
- High school diploma or equivalent.
- Strong written, math and English skillsrequired.
- Bachelors degree preferred.
The Minimum Experience Requirements Are
- 3-5years of job-related experienceinHuman Resources Operations.
- Knowledge of theHRemployee support center responsibilities.
- 1-2 years experience in a quality, training, coaching, team lead role.
Skills And Competencies
- Excellentoral and writtencommunication skills
- Strong analytical skills
- Ability to sustain individual team performance thatmaintainsachievement of a high-performing operations
- Knowledge ofHRcontact centerservices
- Clear understanding ofHRbusiness policy and practices
- Absolute credibility with internal business partners and customers
- Strong business acumen
- Considered a subject matter expert in currentrole
- Excellent organizational, and time management skills
- Ability to assess root cause of problems and identify/recommend solutions
- Proactive inidentifyingpotential issues and recommending/implementing solutions
- Advanced interpersonal, presentation, and oral/written communication skills
- Demonstrates effective problem solving and decision-making skills, goodinsightand judgment as well as innovative and creative thinking
- Skilled in using computer software applications such as Microsoft Office, Workday, Service Nowand other HR applications.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
- Use of a PC, computerterminaland/or telephone over6hours a day.
- Operating in a fast-paced professionalremoteworkenvironment.
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