Human Resources Quality Professional
4 days ago
About Cobden & Carter International:
Cobden & Carter International is a leading provider of quality services to businesses worldwide. Our team is committed to delivering exceptional customer experiences through our HR Shared Services. We are seeking a skilled Human Resources Quality Professional to join our team and drive continuous improvement in our helpdesk operations.
Job Responsibilities:
- Quality Assurance: Conduct thorough assessments and evaluations of HR helpdesk interactions to ensure alignment with service standards, HR policies, and customer service best practices.
- Performance Metrics Development: Create and maintain quality assurance criteria and metrics to measure team performance. Provide regular feedback to team members and management on areas for improvement.
- Reporting & Analysis: 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 & Development: 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.
- Process Improvement: Continuously assess and recommend improvements to helpdesk workflows, systems, and processes to enhance efficiency, effectiveness, and customer satisfaction.
- Compliance & Governance: Ensure 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.
Requirements:
- Bachelor's degree in human resources, business administration, or a related field.
- 3+ years of experience in quality analysis, customer service, or HR Shared Services.
- Strong knowledge of HR processes and policies, particularly in relation to HR helpdesk or shared services operations.
- Experience in conducting quality assurance activities.
- Ability to analyze data and present findings in a clear, actionable format.
- Excellent analytical and communication skills, with the ability to provide constructive feedback and support team development.
- Proficiency with HR software systems (e.g., Workday, SAP SuccessFactors) and customer service tools (e.g., ServiceNow, Zendesk).
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