JOB SUMMARY
This position is responsible for conducting day-to-day quality reviews of HR production staff supporting the HR Service Center and Operations. The role establishes and 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 and maintaining a cost-effective, high-performing operation.
Essential Duties and Responsibilities
Quality Assurance
- Manage and achieve daily quality assurance targets.
- Review and perform evaluations of work, including daily task performed by HR agents.
- Collaborate with key stakeholders on quality processes and scoring techniques.
- Provides timely and accurate reports on quality task completion status for each assigned agent and team.
- Raise quality assurance concerns and issues immediately to appropriate parties to drive resolution.
- Provide coaching and feedback to evaluated agents and their respective supervisor.
- Assist in defining and maintaining standards 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 to motivate and recognize employees who deliver high quality performance.
- Conduct training sessions on process changes.
Quality Improvement Support
- Conduct root cause analysis on missed performance metrics to identify and recommend process improvements
- Conduct analysis on events that are deemed to negatively impact the customer's quality experience
- Use business tools, data and advanced industry knowledge to identify quality improvement opportunities
- Maintain reports to track and trend root cause analysis findings and performance improvements
- Report QA findings to staff and functional leads to identifying necessary training and knowledge transfer required to improve performance
- Ability to consolidate quality data and assist in conducting gap analysis to identify root causes and recommend improvements
- Participate in frequent discussions to facilitate understanding and change needed to improve business performance
- Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
- Prepare required monthly reporting and ad hoc reports on QA results in a timely fashion
- Responsible for training 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 skills required.
- Bachelor's degree preferred.
The minimum experience requirements are:
- 3-5 years of job-related experience in Human Resources Operations.
- Knowledge of the HR employee support center responsibilities.
- 1-2 years experience in a quality, training, coaching, team lead role.
SKILLS AND COMPETENCIES
- Excellent oral and written communication skills
- Strong analytical skills
- Ability to sustain individual & team performance that maintains achievement of a high-performing operations
- Knowledge of HR contact center services
- Clear understanding of HR business policy and practices
- Absolute credibility with internal business partners and customers
- Strong business acumen
- Considered a subject matter expert in current role
- Excellent organizational, and time management skills
- Ability to assess root cause of problems and identify/recommend solutions
- Proactive in identifying potential issues and recommending/implementing solutions
- Advanced interpersonal, presentation, and oral/written communication skills
- Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
- Skilled in using computer software applications such as Microsoft Office, Workday, Service Now and other HR applications.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
- Use of a PC, computer terminal and/or telephone over 6 hours a day.
- Operating in a fast-paced professional remote work environment.
