Senior Specialist, HR Operations Support – Quality Assurance, Continuous Improvement
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Job Description
HR Shared Service Quality Assurance Senior Specialist ensuring quality and compliance in HR services across multiple channels. Conducting audits and driving continuous improvement in service delivery.
Responsibilities:
- 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, reduce errors, or gaps.
- 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, root causes of errors, and areas for process improvement.
- Collaborate with HR teams to establish ongoing monitoring mechanisms to track actions undertaken to drive improvement.
- Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards.
- Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations for management review.
- Schedule RCA sessions with respective stakeholder to identify root causes of identified deviations.
Requirements:
- Degree with focus on Human Resources or Business Administration
- 5-7 years’ experience in different HR functional areas ideally in HR operations or shared service roles in a global environment.
- 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, employee inquiries, and transactional services.
- Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Exceptional attention to detail and accuracy in evaluating service quality and compliance.
- Effective communication skills, both verbal and written.
- 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.
- Fluency in Turkish and English language – reading, writing and speaking is a must, other language (Italian, French, Portuguese, Spanish) knowledge would be an added advantage.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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