Quality Assurance Analyst, HR Service Center
Full Time
Skokie, IL 60077
Posted
Job description
Quality Assurance Analyst, HR Service Center
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86851
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HR Service Center Quality Assurance Analyst
The Human Resources Service Center Quality Assurance Analyst is responsible for ensuring new and existing HR Service Center (HRSC) team members are providing consistent, efficient, effective, and high-quality services while resulting in a positive service delivery experience. This role enables this through design, implementation, and execution of a HRSC quality assurance program. This role also actively supports new HR Service Center team member training, on-going training, and knowledge management initiatives.
Position Highlights:
- Position: HR Service Center Quality Assurance Analyst
- Location: Skokie, IL
- Full Time/Part Time: Full Time
- Hours: Monday-Friday, during normal business hours
What you will do:
- Collaborates with HR Service Center (HRSC) management to define quality goals, standards, and measurement tools.
- Performs quality assurance reviews of inbound and outbound HRSC interactions and associated cases to ensure a high-quality service delivery experience.
- Identifies performance gaps and corrective actions needed at an individual and group level.
- Provides regular feedback and service delivery coaching to HRSC team members.
- Monitors corrective actions implementation and impact to ensure effective gap and/or performance issue closure.
- Contributes to formal performance improvement plans if corrective action is not yielding expected results.
- Responsible for tracking and reporting on HRSC quality key performance indicators (KPIs) to HRSC management and stakeholders.
- Collaborates with other HRSC analysts to analyze HRSC first contact resolution misses to identify opportunities and make recommendations to convert these into future first contact wins.
- Collaborates with other HRSC analysts to analyze customer sentiment to identify opportunities and make recommendations to improve customer service at both an individual rep and across the HRSC.
- Provides feedback to and collaborates with HRSC Training Analyst to continuously improve new and on-going HRSC training program.
- Identifies opportunities for knowledge improvement and works with HRSC Knowledge Analyst(s) to implement.
- Performs other related duties as assigned.
What you will need:
- Education: Bachelor's degree in Human Resources or a related field; Associates degree with at least three years of relevant human resource administration and/or high-volume contact center experience also acceptable.
- Certification: SHRM Certified or Senior Certified Professional (SHRM-CP/SCP) or HRCI Professional or Senior Professional in HR (PHR/SPHR), preferred
- Experience:
- 3+ years of human resource administration experience.
- 3+ years of high volume call/contact center experience.
- Proven experience working in a quality assurance and/or process improvement role.
- Prior experience working with Workday HCM, ServiceNow Case and Knowledge Management.
- Unique or Preferred Skills:
- Thorough understanding of employment laws, regulations and guidelines.
- Excellent customer service skills.
- Excellent interpersonal, conflict resolution, and de-escalation skills.
- Comfortable with having difficult conversations and delivering feedback.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software, especially advanced functions in Excel.
Benefits:
- Career Pathways to Promote Professional Growth and Development
- Various Medical, Dental, Pet and Vision options, including Domestic Partner Coverage
- Tuition Reimbursement
- Free Parking
- Wellness Program Savings Plan
- Health Savings Account Options
- Retirement Options with Company Match
- Paid Time Off and Holiday Pay
- Community Involvement Opportunities
- Visa Sponsorship Available (Nursing and Lab roles)
NorthShore – Edward-Elmhurst Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals – Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) – all recognized as Magnet hospitals for nursing excellence. Located in Naperville, Linden Oaks Behavioral Health, provides for the mental health needs of area residents. For more information, visit NorthShore.org, SwedishCovenant.org, NCH.org and EEHealth.org.
When you work for NorthShore – Edward-Elmhurst Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.
Please explore our website (www.northshore.org) to better understand how NorthShore – Edward-Elmhurst Health delivers on its mission to “help everyone in our communities be their best”.
NorthShore – Edward-Elmhurst Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.
Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
Job Posting
: May 2, 2023, 3:56:21 PM
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