HR Quality Assurance Specialist (Call Center)

Position Overview

Are you ready to coach and analyze a dynamic, internal HR call center team that leads to an exceptional employee HR experience?

The Quality Assurance Specialist evaluates complex trend data to identify and resolve escalations, as well as performs root cause analysis that enables process improvement. In-depth coaching, mentoring, and training capability related to all aspects of HR will enable the Quality Assurance Specialist to teach high-caliber agent performance, as well as utilize robust tools to track and report quality metrics. The Quality Assurance Specialist will lead the analysis of end-user satisfaction survey data and collaborate with various department leads to elevate the employee experience.

Key job functions include:

• Escalation resolution and prevention
• Perform Quality auditing and coaching of call center agents
• Timely end-user satisfaction survey analysis and response

The Quality Assurance Specialist will report directly to the AskHR Operations Call Center Manager, as part of the Hire to Retire AskHR US and Canada team.

Responsibilities

• Ownership of call center escalation and resolution process
• Analyze customer survey data and identify ways to improve the customer experience
• Perform root cause analysis and prepare process improvement reports
• Collaborate with other Business Process Owners to develop and deploy improved processes
• Lead and coach call center quality initiatives, including team performance trending
• Conducts call evaluations and quality audits using Quality tools and reporting
• Facilitate Call Center Quality training, including creation and maintenance of training materials

Required Knowledge/Skills, Education, and Experience

• Associate’s Degree required, in Human Resources, Business Administration, or similar areas of study
• Must have a minimum of 4 plus years of successful experience in customer service, human resources, and/or call center quality domains
• Proven track record for coaching and training in a call center environment
• Advanced analytical skills leading to continuous improvement efforts
• Subject matter expertise with human resources domains, including payroll, travel/expense, leave of absence, benefits, and/or HR policies/processes
• Advanced communication skills needed to work with various levels within the organization
• Less than 10% travel needed

Preferred Knowledge/Skills, Education, and Experience

• Bachelor’s Degree preferred in Human Resources, Business Administration, or similar areas of study
• A minimum of 2 years of experience with payroll processing
• Prior call center management experience

Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. 

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Organization: Global Business Services

Company: Siemens Corporation

Experience Level: Mid-level Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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