
HR Helpdesk QA
4 days ago
Educational Background
' - Bachelor's degree in any discipline
Basic computer knowledge required (MS- Office Applications)
Proven ability to adapt to new tools by applying logical approach
Work experience as per the job grade.
Certification is Six - Sigma methodology
Work Experience
The Tier 1 HR Helpdesk QA is required to ensure the quality framework is designed and
implemented for a team responsible for managing Tier 1 HR related queries from the
client employees, line managers, vendors and other 3rd parties basis the procedures
defined, instructions provided and the knowledge base available. These queries relate
to HR Policies, Employee Data Management, Payroll, Benefits, Learning and
Development, T&A and other HR related topics. This role is responsible to monitor,
report and improve the quality of the service delivery. This role requires periodic
rotational shifts on 24/7 basis. This is an individual contributor role
This role requires mandatory periodic rotational shifts on 24/7 basis
5 days Work from office is mandatory requirement of the role
Knowledge and Experience
'- Excellent understanding of various processes of core HR Operations
Experience is performing Quality monitoring for Tier 1 HR Helpdesk
Should have experience in using Workflow / case management tools like ServiceNow,
Remedy etc.
Good understanding of various HR Systems/ applications
Basic understanding of MIS
Good understanding of Quality Methodology and tools
Good understanding of Service level agreements
Should have good Excel and Presentation skills
Behavioral Attributes
' - Excellent written and verbal communication skills
Excellent probing, problem-solving and decision making skills.
Logical and efficient, with keen attention to detail.
Strong customer service orientation.
Ability to work in a team-oriented, collaborative environment.
Effective Troubleshooting skills.
Learning agility – Aptitude to venture in to unknown territories.
Good researching skills
Core Role Responsibilities
' - Work as Quality Analyst for Tier HR helpdesk team. Monitor, Report and work
towards improvement of agent quality
- Perform quality trend analysis and suggest improvement plans. Participate in
calibration sessions
- Share and implement best practices to improve quality performance. Achieve sample
size monitoring goals
Listen to active and recorded calls and perform quality monitoring for agents
Provide Process Training to new joiners and refresher trainings based on quality
trends
- Ensure process documents are up to date at all times and create guidlines, SOPs as
required
Create quality checklist/framework which is apt for Tier 1 HR Helpdesk
Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures
Present reports and plans to internal and client stakeholders
Share feedback with Tier 1 agents as required
Manage escalation calls as required
Language requirement
English
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