Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement

REMOTE Opportunity - from any country in the E

Mandatory language requirements - English, Portuguese & Spanish

We are looking for a R Shared Service Quality Assurance Senior Specialist. The position is located in the Global HR Business Operations function, part of the Global HR Function.

PURPOSE AND SCOPE:

As the HR Shared Service Quality Assurance Senior Specialist, you will play a critical role in ensuring the delivery of high-quality HR services across various channels, including case management, calls, chats, and other operational processes. You will be responsible for monitoring, evaluating, and continuously improving service quality standards to enhance the overall employee experience. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for driving excellence in HR service delivery.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

This is an Individual contributor role with global scope and focus on EMEA countries, will manage Quality Assurance for the shared service hub. Mandatory language requirements - English, Portuguese & Spanish. Any more language knowledge will be an advantage.

Quality Assurance Audits:

• Conduct regular quality assurance audits of HR services, including case management, phone calls, online chats, and other operational processes.
• Evaluate the accuracy, completeness, and compliance of service delivery against established standards and procedures. Monitor the quality and accuracy of HR data, documentation, and transactions to identify discrepancies, reduce errors, or gaps.
• Identify areas for improvement and provide actionable feedback to ESC representatives.
• Monitor key performance indicators (KPIs) related to service quality and efficiency.
• Analyse audit findings to identify trends, root causes of errors, and areas for process improvement. Collaborate with HR teams to establish ongoing monitoring mechanisms to track actions undertaken to drive improvement following governance methods.
• Identify trends, patterns, and provide HR Services teams with training, guidance, and support to continuously improve service delivery quality for enhancing service delivery and operational effectiveness.
• Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards, as and when required.
• Provide ongoing coaching and support to ensure adherence to quality standards and continuous skill development.

Results Analysis and Reporting:

• Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations for management review.
• Communicate insights and actionable recommendations with stakeholders, ensuring transparency and accountability.
• Compile audit findings and performance metrics into comprehensive reports for management review.

Root Cause Analysis (RCA) and Action Planning:

• Schedule RCA sessions with respective stakeholder to identify the root causes of identified deviations.
• Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.

Continuous Improvement Initiatives management:

• Collaborate with ESC stakeholders to drive process improvement initiatives based on QA findings and feedback.
• Participate in cross-functional teams discussions to streamline processes, optimize workflows, and enhance the overall customer experience.

Audit & Compliance.

• Support for any QA related audits / reviews requirements independently under minimum guidance
• Support for the internal audit process, closing recommendations, and ensure that the HR Operations Hub teams follow the obligations of HR compliances.

EDUCATION AND REQUIRED CREDENTIALS:

• Degree with focus on Human Resources or Business Administration and
  5-7 years’ experience in different HR functional areas ideally in HR
  operations or shared service roles in a global environment.

EXPERIENCE AND SKILLS:

Proven experience in quality assurance, auditing, or process improvement