HR Helpdesk QA

13 hours ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time $70,000 - $120,000 per year

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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