HR SSC Quality Analyst

Job Overview:

We are looking for a detail-oriented HR Shared Services Helpdesk Quality Analyst to join

our team. This role will be responsible for assessing and ensuring the quality of HR

helpdesk interactions, ensuring that the HR Shared Services team provides exceptional

customer service and adheres to best practices, policies, and service standards. The ideal

candidate will have strong analytical skills, a keen eye for detail, and experience in quality

assurance within an HR or customer service environment.

Key Responsibilities:

Quality Monitoring: Review and assess HR helpdesk interactions (calls, emails,

chats, etc.) to ensure adherence to service standards, HR policies, and customer

service best practice.

Performance Metrics: Develop and maintain quality assurance criteria and metrics

to evaluate team performance. Provide regular feedback to team members and

management on areas of improvement.

Reporting & Analytics: Prepare and analyze performance reports on HR helpdesk

interactions, highlighting trends, issues, and opportunities for improvement.

Present findings to HR leadership and suggest actionable solutions.

Training & Coaching Support: Collaborate with the HR Shared Services Trainer to

identify knowledge gaps or performance issues and contribute to the development

of targeted training programs for team members.

Root Cause Analysis: Investigate and identify the root causes of service failures or

inefficiencies, working with the team to develop corrective actions or process

improvements.

Process Improvement: Continuously assess and recommend improvements to

helpdesk workflows, systems, and processes to enhance efficiency, effectiveness,

and customer satisfaction.

Standard Operating Procedures (SOPs): Ensure that helpdesk interactions align

with current HR policies and best practices. Help create and update SOPs as

needed.

Compliance: Ensure that helpdesk processes and interactions comply with

applicable legal, regulatory, and organizational requirements, including data

protection and confidentiality standards.

Customer Feedback: Collect and analyze customer feedback to identify areas

where the service can be improved and ensure that the team consistently meets or

exceeds customer expectations.

Required Qualifications:

Bachelors degree in human resources, Business Administration, or a related field.

2+ years of experience in quality analysis, customer service, or HR Shared Services.

Strong knowledge of HR processes and policies, particularly in relation to HR

helpdesk or shared services operations.

Experience in evaluating performance metrics and developing quality assurance

processes.

Ability to analyze data and present findings in a clear, actionable format.

Excellent attention to detail and critical thinking skills.

Strong communication and interpersonal skills, with the ability to provide

constructive feedback and support team development.

Proficiency with HR software systems (e.g., Workday, SAP SuccessFactors) and

customer service tools (e.g., ServiceNow, Zendesk).