Job Description

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 Sr. Quality Specialist for the Associate Care Center (ACC) is responsible for assessing agent performance using key success metrics and performance indicators. This involves reviewing agents work, analyzing associate interaction data, and ensuring adherence to correct processes. The specialist identifies areas for improvement, addresses knowledge gaps, by providing feedback and recommendations to boost team efficiency. This role also includes working closely with the global Quality Assurance team to refine evaluation criteria, analyzing individual performance, identifying trends, and offering recommendations to enhance the overall effectiveness by maintaining consistency in quality standards of the Associate Care Center. Top of Form Bottom of Form Roles & Responsibilities: Core Responsibilities: Review recorded calls and written correspondence (cases & chats) to evaluate performance based on set standards and processes. Identify areas of improvement to coach agents and bridge knowledge gaps. Document and communicate strengths and opportunities regarding business processes. Collaborate with peers and operations partners to provide feedback and develop recommendations for associate improvement. Calibrate with operations teams on call and written correspondence reviews to discuss trends and suggestions. Understand current Operations processes, procedures, tools, and associate experience drivers. Partner with the ACC US quality calibration team, Leads & Managers to help uplift quality scores. Participate in training sessions on Quality Calibrations to align with Quality Specialists and share best practices. Years of Experience: Minimum of 3 to 5 years 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 OR a Sr Quality Analyst with hands on experience in Auditing Calls, Live Chats & Emails. Education Qualification & Certifications (optional) Required Minimum Qualifications : Experience with an ERP system preferred (Workday) and Microsoft tools and applications required. Experience leading and mentoring a team and helping to foster/create a great place to work. Skill Set Required Primary Skills (must have) Bachelor s degree, candidates with Human Resources, Business, Management, Organization Development, or related field will be preferred. Minimum of 3 to 5 years 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 OR a Sr 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. Well-versed with Service Level Agreements. Secondary Skills (desired) Experience delivering and improving Global HR processes to maximize efficiency & deliver quality services. Experience in quality calibrations.