Why UKG
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
Job Summary
The Services Operations QA Specialist will be responsible for evaluating call and chat interactions, performing in-depth analysis, and delivering insights that enhance overall operational performance. This role requires strong analytical abilities, the capacity to manage multiple tasks concurrently, and practical experience in developing automated reports using tools such as Power BI, Excel, and Smartsheet. Candidates should be quick learners, capable of adapting with basic training, and able to contribute AI-based ideas to enhance workflow efficiency.
Essential Duties And Responsibilities
- Document customer interactions accurately, track recurring issues, and provide structured feedback to enhance customer service processes.
- Analyze extensive datasets to recognize trends, identify root causes, and recommend corrective actions.
- Apply strong process-oriented thinking to propose system, workflow, or policy optimizations.
- Monitor recurring patterns and highlight significant metrics influencing quality performance.
- Conduct detailed audits of call and chat interactions to ensure compliance with established quality standards and customer service guidelines.
- Identify gaps in processes, agent performance issues, and key opportunities for improvement.
- Provide meaningful feedback to stakeholders and contribute to continuous process enhancements.
Required Qualifications/Skills
- Thorough understanding of call and chat quality audit methodologies.
- Proficiency in MS Excel, Power BI, and Smartsheet (with basic automation capabilities).
- Strong analytical, problem-solving, and critical-thinking skills.
- Effective written and verbal communication skills, suitable for stakeholder and leadership-level presentations.
- Ability to handle multiple priorities efficiently with limited supervision.
- Experience with process improvement frameworks is an advantage.
- Willingness to learn new technologies and adapt quickly is required.
- Positive, professional attitude.
- Background in customer service, operations, or quality assurance.
- Experience with KPI tracking, dashboard creation, and reporting automation.
- Well-organized and detail-oriented, with excellent follow-up skills; ability to meet/prioritize high-pressure delivery deadlines, ability to work well in a quickly changing work environment focusing on customers.
- Demonstrated success working in fast-paced, dynamic environments with a strong customer centric‑ mindset.
AI Skills & Competencies
- Experience using Microsoft 365 AI tools including Chat GPT, Copilot, Power Automate, Power BI, etc.
- Ability to identify process gaps and implement AI-driven automation.
- Experience with AI-based data validation, pattern detection, and operational insights.
- Ability to interpret AI-generated outputs and provide insights.
- Strong aptitude for learning emerging AI capabilities.
Company Overview
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [Confidential Information]
