Quality Specialist - HR Shared Services

Overview

The Quality Specialist for the Associate Care Center (ACC) evaluates associate interactions across calls, chats, and cases against established quality standards, policies, and processes, and supports coaching to improve associate performance and customer experience.

What you'll do

• Review recorded calls and written correspondence (cases and chats) to evaluate performance against established quality standards and operational processes.
• Conduct quality audits and accurately document evaluation findings in accordance with defined guidelines.
• Identify knowledge gaps and performance improvement opportunities and provide constructive feedback to support associate development.
• Collaborate with Operations partners to communicate audit observations and recommendations.
• Participate in quality calibration sessions to ensure consistency and alignment in evaluation practices.
• Monitor adherence to policies, procedures, compliance requirements, and service level expectations.
• Maintain quality scorecards, audit documentation, and reporting records.
• Escalate recurring trends, process gaps, and associate experience concerns to leadership for further review and action.
• Support knowledge management efforts by identifying opportunities for updates to knowledge articles and process documentation.
• Develop an understanding of current Operations processes, procedures, systems, and associate experience drivers.
• Partner with Senior Quality Specialists, Team Leads, and Managers to support quality improvement initiatives.
• Participate in training and development activities to enhance quality evaluation capabilities and share best practices.

What you'll need

• Minimum of 5 years of functional experience in HR Shared Services, HR Contact Center, Service Center Operations, Quality Assurance, or a related customer support environment, with experience auditing calls, chats, and case management activities.
• Bachelor's degree; candidates with Human Resources, Business, Management, Organization Development, or related field will be preferred.
• Minimum of 5 years of functional experience required (e.g., HR call center/service center, HR functional area/HR Shared Services), preferably for a large multi-state company as a Quality Analyst with hands-on experience in auditing calls, live chats and emails.
• Microsoft tools and applications required.
• Experience leading and mentoring a team and helping to foster/create a "great place to work."
• Customer service centric mindset, placing the user at the heart of the solution.
• Positive attitude, attention to detail, results-oriented, and problem-solving skills.
• Strong communication and interpersonal skills to build effective relationships with Tier 2/Tier 3 and Functional COEs.

Nice to have

• Experience with an ERP system (Workday) preferred.
• Experience delivering and improving Global HR processes to maximize efficiency and deliver quality services.
• Experience in quality calibrations.
• Analytical and reporting skills with Excel/Power BI preferred.

Details

• Based at the on-site office in Bengaluru.