Quality Assurance Specialist - PT Days
About the role
Develop, maintain, and track quality assurance processes aimed at improving positive outcomes across Shared Services. Monitor, document, and analyze Employee Service Center calls to identify improvement and coaching opportunities. Monitor and track performance metrics and identify individual and team opportunities for professional development. Monitor and track trends in employee inquiries and frequently experienced issues. Drive quality initiatives within Shared Services. Ensure quality control processes and procedures are followed in a strict and accurate manner. Recommend improvements to knowledge and case management to better align with customer needs. Recommend training programs and other educational activities to meet the needs of Shared Services team members. Lead and facilitate Shared Services training. In conjunction with Employee Service Center Supervisors, deliver coaching to Employee Service Center Representatives and Specialists to improve performance.
Requirements
- General knowledge of adult learning
- General knowledge of Human Resources policies, procedures, and processes
- General knowledge of Human Resources service delivery
- Strong analytical and problem solving skills
- General organizational skills
- Attention to detail
- Ability to handle multiple data tasks/projects in a timely manner
- Strong customer service focus
- Strong interpersonal and listening skills
- Strong communication skills
Benefits
Depending on eligibility, a variety of benefits include health insurance, dental insurance, vision insurance, life insurance, a 401(k) retirement plan, work/life balance benefits, and a generous time off package to maintain a healthy home-work balance.