Quality Control Associate

Quality Assurance Associate – North America

The primary responsibility of the Quality Control Associate is to provide service support to Career Transition service participants and support service delivery quality assurance efforts. They will assess and qualify participant feedback, reply to feedback by contacting participants via phone, email, SMS and virtual meeting, and resolve their feedback following remediation guidelines and procedures. 

The incumbent of this role should enjoy challenging customer service interactions, and thrive in fast-paced, volume-driven work environments.

This is a part-time, variable hourly position.

Reporting Relationships:

• Reports to the Quality Control Manager
• Indirectly reports to the Director, Candidate Experience

Direct Reports:

• None

Location:

• Remote - USA

Language:

• Fluent in English
• Fluency in Spanish is a bonus

In this role you can expect to

Key Accountabilities

• Manage all Career Transition service evaluations assigned to them.
• Assess evaluation detail, analyze referral activities.
• Outreach to candidate and expertly deescalate issues they communicate.
• Document outreach in internal systems, following proper procedures.
• Manage the intervention with the assigned Delivery Consultant and their Lead Consultant as appropriate, ensuring a delicate and supportive experience of the Candidate.
• Manage the reopening of the Career Transition program as-needed, and assignment to new Consultants as appropriate.
• Ensure all outstanding negative feedback is addressed and resolved with candidate and within internal systems.
• Strive for and maintain a remediation rate of 20%
• Manage a light caseload of candidates to remain current on the LHH career transition experience and enhance the quality control experience.
• Review consultant activity and candidate utilization to ensure candidates are receiving Career Transition services according to LHH delivery standards

All About You

• 2 years of experience in a fast-paced virtual customer service role, specifically handling challenging customer service interactions with a track record of successful resolutions.
• 2 years Career Transition Consulting or Recruiting experience is a significant bonus.
• Proficiency with Excel and MicroStrategy or another reporting system or database; ability to analyze trend data, spot issues and communicate to delivery leaders.
• Strong communication and relationship skills; ability to communicate with all professional levels, including executives, to resolve their service quality feedback.
• Experienced customer service professional with a professional image and attitude.
• Customer service oriented, sensitive to and enjoys helping people; able to maintain calm, respond and act when interacting with upset customers.
• Detail oriented, understands the value of documentation and process.
• Resourceful, methodical and ability to troubleshoot challenges quickly and independently.
• Curious mindset, driven to understand data results.
• Handles deadlines, commitments, and high pressure with grace, and remains motivated in fast-paced environments.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment.
• We foster an open-minded environment where people spark new ideas and explore alternatives.
• Comprehensive medical, dental, vision, wellness plans, and Life/AD&D insurance.

• Unique opportunity to work from the comfort of your own home while providing post-service support to Career Transition service participants from a variety of backgrounds and industries
• Compensation: