Human Resources Quality Assurance Specialist
5 days ago
At Tata Consultancy Services, we are seeking a skilled Human Resources Quality Assurance Specialist to join our team. This role involves assessing and ensuring the quality of HR helpdesk interactions, guaranteeing that our Shared Services team provides exceptional customer service and adheres to best practices, policies, and service standards.
Key Responsibilities:- Quality Monitoring: Conduct thorough reviews and assessments of HR helpdesk interactions (calls, emails, chats, etc.) to ensure compliance with service standards, HR policies, and customer service best practices.
- Performance Metrics: Develop and maintain quality assurance criteria and metrics to evaluate team performance, providing regular feedback to team members and management on areas for improvement.
- Reporting & Analytics: Prepare and analyze performance reports on HR helpdesk interactions, highlighting trends, issues, and opportunities for improvement. Present findings to HR leadership and suggest actionable solutions.
- Training & Coaching Support: Collaborate with the HR Shared Services Trainer to identify knowledge gaps or performance issues and contribute to the development of targeted training programs for team members.
- Root Cause Analysis: Investigate and identify the root causes of service failures or inefficiencies, working with the team to develop corrective actions or process improvements.
- Process Improvement: Continuously assess and recommend improvements to helpdesk workflows, systems, and processes to enhance efficiency, effectiveness, and customer satisfaction.
- Standard Operating Procedures (SOPs): Ensure that helpdesk interactions align with current HR policies and best practices. Help create and update SOPs as needed.
- Compliance: Ensure that helpdesk processes and interactions comply with applicable legal, regulatory, and organizational requirements, including data protection and confidentiality standards.
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