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 following governance methods.
Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards, as and when required.
Provide ongoing coaching and support to ensure adherence to quality standards and continuous skill development.
Schedule RCA sessions with respective stakeholder to identify the root causes of identified deviations. Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.
Participate in cross-functional teams discussions to streamline processes, optimize workflows, and enhance the overall customer experience.

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, with the ability to collaborate, influencing skills to articulate complex concepts and provide constructive feedback.
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 English language – reading, writing and speaking is a must, other language (Chinese (Mandarin), Polish, German, Spanish, Portuguese, French, Italian, Turkish, Slovak, Czech, Romanian, and Serbian) knowledge required.

Senior Specialist, HR Operations Support – QA and CI, Foreign Language Expert

Key skills