Quality Audit - US shift

Role Overview

Job Title: Quality Audit Benefits & Time Attendance Query Resolution

Role Purpose: Ensure accurate, compliant, consistent, and timely resolution of employee queries relating to benefits and time attendance by auditing completed cases, identifying process gaps, driving corrective actions, and improving service quality.

Scope of Support

• Employee benefits queries, including eligibility, enrollment, coverage, deductions, claims guidance, life events, and plan-related clarifications.
• Time attendance queries, including clocking issues, missing punches, leave and absence records, shift schedules, overtime, attendance corrections, and payroll-impacting inputs.
• Case channels such as ticketing systems, email, chat, or voice interactions, as applicable.

Key Responsibilities

Quality Audit and Assurance

• Audit a defined sample of closed and in-progress employee cases against approved policies, procedures, knowledge articles, service standards, and audit checklists.
• Evaluate case accuracy, completeness, policy interpretation, documentation, communication quality, data privacy, compliance, and adherence to turnaround times.
• Validate that benefits and time attendance transactions are processed correctly and that any downstream payroll or employee-impact risk is appropriately controlled.
• Classify findings by error type, severity, root cause, and business impact; maintain clear audit evidence and records.
• Perform calibration with operations and subject-matter experts to ensure consistent scoring and interpretation of audit criteria.

Employee Query Resolution Support

• Review complex, disputed, reopened, escalated, or aging employee queries and recommend the correct resolution path.
• Confirm that responses are clear, empathetic, factually correct, and aligned with applicable policies and local requirements.
• Coordinate with Benefits, Payroll, HRIS, Timekeeping, Leave Administration, and HR teams when resolution requires cross-functional action.
• Protect employee confidentiality and follow access-control and data-handling requirements.

Corrective Action and Continuous Improvement

• Provide timely, evidence-based feedback to case handlers and team leaders; track corrective and preventive actions to closure.
• Analyze recurring defects, rework, repeat contacts, and escalations to identify process, system, training, or knowledge gaps.
• Recommend updates to standard operating procedures, knowledge articles, templates, controls, and training materials.
• Prepare quality dashboards and periodic reports highlighting trends, risks, root causes, and improvement actions.

Qualifications and Experience

• Bachelors degree in Human Resources, Business Administration, Commerce, or a related discipline; equivalent relevant experience may be considered.
• Experience in HR shared services, employee services, benefits administration, timekeeping, payroll support, or quality assurance.
• Working knowledge of benefits and time attendance processes, case-management practices, service-level agreements, and data privacy requirements.
• Experience using HRIS, timekeeping, payroll, ticketing, reporting, or quality-management tools is preferred.
• Proficiency in spreadsheet analysis and preparation of operational reports and dashboards.

Core Competencies

• Strong analytical ability, attention to detail, and evidence-based decision-making.
• Sound judgment in interpreting policies and identifying employee or payroll-impact risks.
• Clear written and verbal communication with a professional, employee-focused approach.
• Root-cause analysis, problem solving, coaching, and continuous-improvement capability.
• Ability to manage priorities, meet deadlines, and work effectively with multiple stakeholders.
• Integrity, confidentiality, objectivity, and consistency in audit decisions.