Quality Specialist - HR Shared Services

This team is primarily responsible for assisting ACC with quality monitoring and coaching. This includes evaluating ACC performance against established standards and providing actionable recommendations for improvement. Duties also involve conducting best practices sessions, performing quality calibrations, and identifying knowledge articles that need updates. Job Summary. The Quality Specialist for the Associate Care Center (ACC) is responsible for evaluating associate interactions across calls, chats, and cases to ensure adherence to established quality standards, policies, and processes. This role conducts quality audits, identifies opportunities for improvement, provides actionable feedback, and supports coaching initiatives to enhance associate performance and customer experience. The Quality Specialist collaborates with Operations, Training, and Quality teams to maintain consistent evaluation standards, participate in calibration sessions, and contribute to continuous process improvement efforts within the Associate Care Center. Core Responsibilities. Review recorded calls and written correspondence (cases and chats) to evaluate performance against established quality standards and operational processes. Conduct quality audits and accurately document evaluation findings in accordance with defined guidelines. Identify knowledge gaps and performance improvement opportunities and provide constructive feedback to support associate development. Collaborate with Operations partners to communicate audit observations and recommendations. Participate in quality calibration sessions to ensure consistency and alignment in evaluation practices. Monitor adherence to policies, procedures, compliance requirements, and service level expectations. Maintain quality scorecards, audit documentation, and reporting records. Escalate recurring trends, process gaps, and associate experience concerns to leadership for further review and action. Support knowledge management efforts by identifying opportunities for updates to knowledge articles and process documentation. Develop an understanding of current Operations processes, procedures, systems, and associate experience drivers. Partner with Senior Quality Specialists, Team Leads, and Managers to support quality improvement initiatives. Participate in training and development activities to enhance quality evaluation capabilities and share best practices. Minimum of 5 years of functional experience required in HR Shared Services, HR Contact Center, Service Center Operations, Quality Assurance, or a related customer support environment with experience auditing calls, chats, and case management activities. Education Qualification & Certifications (optional). Required Minimum Qualifications. Experience with an ERP system preferred (Workday) and Microsoft tools and applications required. Bachelor’s degree, candidates with Human Resources, Business, Management, Organization Development, or related field will be preferred. Minimum of 5 years of functional experience required (e.g., HR call center/service center, HR functional area/ HR Shared Services); preferably for a large multi-state company as a Quality Analyst with hands on experience in Auditing Calls, Live Chats & Emails. Customer service centric mind set, placing the user at the heart of the solution. Must carry a positive attitude, attention to detail, stay results-oriented and possess problem-solving skills. Strong communication and interpersonal skills to build effective relationships with Tier2/Tier3 & Functional COE’s. Secondary Skills (desired). Experience delivering and improving Global HR processes to maximize efficiency & deliver quality services. Experience in quality calibrations. Analytical and reporting skills with Excel/Power BI preferred.