Quality Improvement HR Analyst
6 days ago
Job Overview:
The Quality Improvement HR Analyst will play a vital role in ensuring the high quality of our HR Shared Services. This individual will be responsible for monitoring and evaluating the quality of HR helpdesk interactions, identifying areas for improvement, and implementing changes to enhance the overall customer experience.
Key Responsibilities:
- Quality Evaluation: Assess and evaluate the quality 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 & Insights: 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 Optimization: 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.
Required Skills:
- Bachelor's degree in human resources, business administration, or a related field.
- 2+ 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 evaluating performance metrics and developing quality assurance processes.
- Ability to analyze data and present findings in a clear, actionable format.
- Excellent attention to detail and critical thinking skills.
- Strong communication and interpersonal 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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