Specialist Quality Assurance

The (Quality Assurance Analyst- HR Operations) is responsible for ensuring the quality, accuracy, and compliance of HR service delivery processes through structured audits, performance monitoring, and continuous improvement initiatives. The role conducts quality assessments, analyzes audit results, identifies process gaps and root causes, and partners with HR stakeholders to implement improvements that enhance service quality, operational effectiveness, governance, and compliance.

Candidates should be amenable to working the mid shift and must be willing to report onsite at W5th BGC three (3) days per week as required.

We are seeking two (2) qualified candidates to join the team as Quality Assurance Analyst – HR Operations.

Duties & Responsibilities:

• Conduct regular quality assurance audits of HR service delivery activities, including case management, phone interactions, online chats, and other operational processes.
• Evaluate service delivery accuracy, completeness, and compliance against established standards, procedures, and quality frameworks.
• Review HR data, documentation, and transactions to identify discrepancies, control gaps, and opportunities to reduce errors.
• Provide actionable feedback and recommendations to HR delivery representatives to improve service quality and performance.
• Monitor quality and efficiency KPIs to identify trends, measure performance, and support improvement initiatives.
• Analyze audit findings to identify trends, recurring issues, root causes, and opportunities for process improvement.
• Establish and maintain monitoring mechanisms to track improvement actions and ensure alignment with governance requirements.
• Provide HR Services teams with guidance, coaching, and support to continuously improve service delivery quality and operational effectiveness.
• Deliver QA training sessions and workshops to HR delivery supervisors on quality standards, audit practices, and best practices as required.
• Provide ongoing coaching and support to reinforce quality expectations and continuous skill development.

• Prepare audit reports, presentations, and performance summaries outlining audit findings, compliance metrics, trends, and recommendations for management review.
• Communicate audit insights, risks, and improvement opportunities to stakeholders to promote transparency and accountability.
• Consolidate quality performance data and audit results into comprehensive reports to support decision-making.

• Facilitate and coordinate RCA sessions with relevant stakeholders to identify underlying causes of quality deviations and process gaps.
• Collaborate with HR Hub teams to develop corrective action plans and improvement initiatives.
• Track agreed actions to ensure timely resolution and sustainable improvements.

• Partner with HR Delivery stakeholders to drive process improvement initiatives based on QA findings, feedback, and performance insights.
• Participate in cross-functional discussions to streamline processes, optimize workflows, and enhance the overall employee experience.
• Support the implementation of quality frameworks and continuous improvement methodologies to improve operational performance.

• Independently support QA-related audits, reviews, and assessment activities with minimal guidance.
• Support internal audit activities, closure of audit recommendations, and compliance tracking.
• Ensure HR Run Hub teams adhere to required HR policies, procedures, controls, and compliance obligations.

• Bachelor’s degree in Finance, Business Administration, Quality Management, Operations Management, or a related field; Master’s degree preferred.
• Additional certifications in quality management, auditing, process improvement, or project management are an advantage.
• Certifications such as ISO, Lean Six Sigma, or similar quality/process excellence certifications are preferred.
• Minimum of 3 years of experience in Quality Assurance, Operations, Process Excellence, Auditing, or related roles within a Global Business Services (GBS) environment.
• Proven experience performing quality audits, service reviews, compliance assessments, and operational evaluations.
• Demonstrated experience implementing quality frameworks and driving continuous improvement initiatives.
• Experience conducting root cause analysis, developing action plans, and supporting process optimization activities.
• Experience working in regulated environments involving compliance requirements, data privacy, or quality governance is preferred.
• Experience supporting technical service operations, medical products, or vigilance-related processes is an advantage.