Global Quality Specialist

Our story

At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team. Because transformation takes a workforce. Learn more at careers.alight.com

Role

Global Quality Specialist - Delivery

Reporting To

Global Quality Manager - Delivery

Direct Reports

None

II.  ROLE DESCRIPTION

Overall objective of the Role

Working within a team of Global Quality Specialists to primarily focus upon the Quality Control Management framework that ensures our Global Delivery Centre’s are maintaining the highest standards of quality for our clients, whilst providing auditing and training to support the business.

Main Responsibilities

Delivery Key responsibilities:

• Perform transactional quality audits on Customer Service interactions (all calls including payroll, cases and emails) to ensure the highest standards are achieved by following the QCM Methodology and meeting productivity targets
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management following the standard QCM Methodology and Governance
• Be up-to-date with the transactional and payroll monitoring guidelines and operational processes to effectively rate transactions with near zero errors in rating
• Responsible for reconciling employee records (of clients in scope) against NGA HR’s standard Reconciliation Framework and meeting due dates, ensuring monthly stakeholder satisfaction by delivering accurate results: accuracy of ticket creation, status, and difference classification
• Responsible for coordinating with internal stakeholders and client to complete reconciliation, including scheduling follow up meetings and ensuring that major decisions and/or gaps are reported to stakeholders
• Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on agreed frequency and format
• Provide ad-hoc quality reports as and when instructed from the Quality Lead
• Provide detailed coaching points for all audited transactions using the standard template
• Perform coaching and delivery feedback to agents on completed evaluations
• Track and report the coaching compliance of completed evaluations
• Conduct weekly meeting with Operations to explain team findings and address queries
• Track action items against different owners from weekly QCM meeting.  Follow-up and escalate on pending action items as appropriate
• Resolve disputes through the Lead effectively and in a timely manner
• Support the Delivery Support Management Team to ensure that training requirements and transformation requirements are understood, and that support is in place to address outcomes and improvements identified through the monitoring process
• Facilitate and/or participate in internal and external calibration sessions as applicable
• Track action items from the calibration sessions and follow-up/escalate to closure
• Responsible for reverse validation: analyse SAP reports, validate accuracy of SAP transactions, resolution of errors etc.
• Build effective working relationships with support teams and use support team data and analysis to suggest improvements to QCM results

•           Follow framework standards across the regions

•           Contribute to performance results, as well as supporting business and communication plans

•           Support the overall Quality service performance in terms of quality and accuracy

• Support the monthly Leadership reporting and ensure it meets the business needs
• Support key stakeholders to ensure that there is collaborative approach to achieve the required business outcomes
• Promote strong morale and collaboration within the team

Key Criteria to monitor performance

• Quality Control KPI
• Stakeholder satisfaction

NGA Core Competencies

• Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results. Has a positive sense of humour & outlook.
• Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement.
• Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities.
• Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and NGA priorities.
• Be Effective - Demonstrate knowledge of the NGA Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way.

Delivery Support Service Competencies

• To be Defined

IV. REQUIRED EXPERIENCE

Professional /

Job Experience

• Experience in outsourcing and consulting organisations in HR and Payroll
• Experience of leading different stakeholders within the organisation with a focus on conflict resolution

Functional Experience

In depth knowledge of two or more of the following:

• Outsource service delivery or implementation at a senior level on a global scale
• Operational background which provides an understanding of delivery and our responsibilities
• An expert understanding of how the available tools/systems can enable the delivery of service and the ability to use these tools and systems effectively and consistently
• Strong experience in Quality Management frameworks and best practice
• The ability to follow and drive adherence to NGA HR quality standards
• The ability to identify and mitigate any risks to service delivery
• Strong Communication skills covering all levels of the business
• Being able to work collaboratively in a team environment as well as independently
• Experience of working in a mentoring and coaching way
• Expert Excel, PowerPoint, and Word skills
• Excellent attention to detail
• Self-driven, take individual initiatives and able to work with minimal guidance
• Strong French and English skills.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve**.**

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.  

Diversity Policy Statement

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.  In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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