Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement Lisboa

Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement
Lisboa
Lisboa, Lisboa, Portugal

REMOTE Opportunity - from any country in the E

Mandatory language requirements - English, Portuguese & Spanish

We are looking for a R Shared Service Quality Assurance Senior Specialist. The position is located in the Global HR Business Operations function, part of the Global HR Function.

PURPOSE AND SCOPE:

As the HR Shared Service Quality Assurance Senior Specialist, you will play a critical role in ensuring the delivery of
- quality HR services across various channels, including case management, calls, chats, and other operational processes. You will be responsible for monitoring, evaluating, and continuously improving service quality standards to enhance the overall employee experience. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for driving excellence in HR service delivery.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

This is an individual contributor role with a global scope and focus on EMEA countries. You will manage Quality Assurance for the shared service hub.

Quality Assurance Audits:

• Conduct regular quality assurance audits of HR services, including case management, phone calls, online chats, and other operational processes.
• Evaluate the accuracy, completeness, and compliance of service delivery against established standards and procedures.
• Monitor the quality and accuracy of HR data, documentation, and transactions to identify discrepancies and reduce errors.
• Identify areas for improvement and provide actionable feedback to ESC representatives.
• Monitor key performance indicators (KPIs) related to service quality and efficiency.
• Analyse audit findings to identify trends and root causes of errors, collaborating with HR teams to establish ongoing monitoring mechanisms.
• Provide HR Services teams with training, guidance, and support to continuously improve service delivery quality.
• Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices as needed.
• Provide ongoing coaching and support to ensure adherence to quality standards.

Results Analysis and Reporting:

• Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations for management review.
• Communicate insights and actionable recommendations with stakeholders.
• Compile audit findings and performance metrics into comprehensive reports for management review.

Root Cause Analysis (RCA) and Action Planning:

• Schedule RCA sessions with respective stakeholders to identify root causes of identified deviations.
• Formulate action plans collaboratively with HR Hub teams to address identified issues.

Continuous Improvement Initiatives Management:

• Collaborate with ESC stakeholders to drive process improvement initiatives based on QA findings.
• Participate in
  - functional team discussions to streamline processes and enhance the overall customer experience.

Audit & Compliance:

• Support QA-related audits and reviews independently with minimal guidance.
• Support the internal audit process and ensure compliance obligations are followed.

EDUCATION AND REQUIRED CREDENTIALS:

• Degree with a focus on Human Resources or Business Administration and 5-7 years’ experience in different HR functional areas, ideally in HR operations or shared services in a global environment.

EXPERIENCE AND SKILLS:

• Proven experience in quality assurance, auditing, or process improvement within a shared services environment, preferably in HR.
• Strong understanding of HR processes and best practices, including case management and employee inquiries.
• Excellent analytical skills with the ability to interpret data and make
  - driven recommendations.
• Exceptional attention to detail and accuracy in evaluating service quality.
• Effective communication skills, both verbal and written, with the ability to articulate complex concepts.
• Proficiency in using HRIS, ticketing systems, and other relevant software applications.
• Certification in quality management or process improvement methodologies (e. g. , Six Sigma, Lean) is a plus.
• Ability to deal with ambiguity and operate in a global decentralized environment.

Payroll Processes knowledge is an advantage

Mandatory language requirements - English, Portuguese & Spanish. Additional language knowledge (Italian, French, German) will be an advantage.