Sr. Process Analyst (quality analyst) Human Resource Operations - EDM

As a Senior Process Analyst (Quality Analyst)- HR, you will be supporting employee and business needs in delivering outstanding HR services for employees.

Your primary responsibilities include:

You will be responsible for reviewing a predetermined quota of cases to grade agents on metrics like accuracy and timeliness

You will be responsible for ensuring all agents comply with internal process documents, data security guidelines, and industry-specific legal regulations

You will be responsible for Identifying critical process flaws, script errors, or system malfunctions that hinder issue resolution.

You will be responsible for conducting regular feedback sessions with agents to discuss audit scores, highlight strengths, and correct behavior.

You will be responsible for identifying recurring knowledge gaps and suggesting or conducting targeted refresher training.

You will need to lead alignment sessions with Operations, Training teams and clients to ensure all evaluators score agents consistently and objectively.

Interface with customers to resolve questions and issues regarding compensation administration/processes.

You will be required to have a good understanding of the internal and external policies, procedures, regulations, and compliance related to Human Resources and respond to employee queries.

You will need to work as a process expert to newer members in the team

You will take part in the quality control of the team.

Required Education:

Bachelor''s Degree

Preferred education

Master''s Degree

Required Technical and Professional Expertise:

Preferred Technical and Professional Experience:

Years of Experience:
3 - 5