Quality Analyst
2 days ago
Job Description:
Cobden & Carter International's HR Shared Services team requires a skilled Quality Analyst to assess and improve the quality of HR helpdesk interactions.
Responsibilities:
- Interaction Assessment: Conduct thorough evaluations of HR helpdesk interactions to ensure adherence to service standards, HR policies, and customer service best practices.
- Metric Development: Create and maintain quality assurance criteria and metrics to evaluate team performance. Provide regular feedback to team members and management on areas for improvement.
- Reporting & Insights: Prepare and analyze performance reports on HR helpdesk interactions, highlighting trends, issues, and opportunities for enhancement. Present findings to HR leadership and suggest actionable solutions.
- Training Collaboration: Work 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.
- Problem Investigation: Investigate and identify the root causes of service failures or inefficiencies, working with the team to develop corrective actions or process improvements.
- Process Optimization: Continuously assess and recommend enhancements to helpdesk workflows, systems, and processes to boost efficiency, effectiveness, and customer satisfaction.
- SOP Development: Ensure that helpdesk interactions align with current HR policies and best practices. Help create and update SOPs as needed.
- Compliance Verification: Guarantee that helpdesk processes and interactions comply with applicable legal, regulatory, and organizational requirements, including data protection and confidentiality standards.
- Customer Satisfaction: Collect and analyze customer feedback to identify areas where the service can be improved and ensure that the team consistently meets or exceeds customer expectations.
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