Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement

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.

This is an Individual contributor role with global scope and focus primarily on France & Italy and support occasionally other EMEA Countries and team as and when required, will manage Quality Assurance & Continuous Improvement for the HR Services.
Fluency in French, Italian and English language – reading, writing and speaking is a must, other language (Portuguese, Spanish or other) knowledge would be an added advantage
Work location: France, Italy or any EMEA Country

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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:

• 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
• 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 within a shared services environment, preferably in HR.
• Strong understanding of HR processes and best practices, including case management, employee inquiries, and transactional services.
• Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
• Exceptional attention to detail and accuracy in evaluating service quality and compliance.
• Effective communication skills, both verbal and written, with the ability to collaborative, influencing skills to articulate complex concepts and provide constructive feedback.
• Proficiency in using HRIS, ticketing systems, and other relevant software applications.
• Certification in quality management or process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.
• Fluency in French, Italian and English language – reading, writing and speaking is a must, other language (Portuguese, Spanish or other) knowledge would be an added advantage