SHL Global Looking for Managed Services Quality Assurance Representative at Gurgaon, Haryana Full Time

Shift : APAC Shift (4.00AM to 1.00PM IST)

Description

SHL helps organizations assess, select and develop the right people for the right roles using proven, science-based assessments, technologies, consulting services and benchmark data and offer support to clients across the entire employee life cycle, engaging HR and leaders from Finance, IT, Sales and other organizational teams. As a result, we help executives improve business performance by realizing the value and potential of people.

SHL Managed Services provides Recruitment Process Outsourcing (RPO) services and Outsourced assessment administration and delivery in employee performance and development programs utilizing the SHL’s extensive suite of Assessments, Platforms, Best Practices and Consulting services.

As a Managed Services Quality Assurance Representative you will have variable responsibilities and accountability across the MS operations including but not limited for the quality and accuracy of all project milestones, client specifications, project timelines and online systems. You will be responsible for the day-to-day and strategic management of the quality assurance of all MS projects, detection of problem areas and mitigating future issues/risks and will be in charge of planning and performing corrective actions. You will be required to work closely with the MS Management team to identify training requirements, system, process and workflow issues and enhancements and would be expected to support coaching and being a role model of the MS teams to ensure efficiencies, quality and excellent customer service.

Key Accountabilities:
Responsible for overall delivery and quality of work in line with agreed Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s).

Plan, perform and oversee the quality assurance of all Managed Services Client project.

Utilising strong advance excel skills to perform complex quality control processes across multiple online applications and various raw data outputs for example csv, excel, etc.

Management of large complex data sets in various formats and quality assure correct input of data into online applications

Monitor that all quality assurance policies and procedures are followed and adhered to including but not limited to various legislations globally.

Make sure that quality assurance standards are adequate and identify, mitigate and escalate future potential issues to MS Management team.

Detect, escalate and support coaching, training and efficiency needs across workflows, processes and online applications and establish effective internal relationships with: MS Project management, Support team, GCSC teams, Local Professional services and Central Professional services teams – to ensure the efficient and effective delivery of our Projects to clients

To help and support the Managed Services Support Manager for the selection, on-boarding, performance, development and retention of all team through standard SHL approaches.

Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and SHL’s key objectives, whilst delivering cost-effective operations.

The MS Quality Assurance Representative will be expected to build a strong knowledge of the Managed Services offerings and solutions to present world class solutions to external clients.

Knowledge/Skills/Professional Requirements:Key Competencies:
Essential

Delivering Results and Meeting Customer Expectations

Following Instructions and Procedures

Planning and Organising

Working with People

Presenting and Communicating Information

Adhering to principles and values

Applying expertise and technology

Coping with pressures and setbacks

Analysing

Skills:
Extremely detailed conscious and excellent advance excel formulae skills

Strong presentation skills on the telephone and online; ability to engage audiences and respond effectively to questions

Intellectual curiosity and dedication to mastering complex terrain; fast learner

Superior communication, organisational skills and customer service experience.

Ability to diagnose prospect/member needs and identify relevant resources

Ability to work both independently and with a team

Strong organization and prioritization skills – detail-oriented

Drive to go above and beyond for internal and external clients, not to just answer questions as posed, but to pre-empt and provide solutions for subsequent challenges customers may face

Ability to synthesize and distil large amounts of information

Ability to work under tight deadlines and produce high quality material

Positive, upbeat attitude and desire to contribute meaningfully to the team

Strong work ethic and willingness to take ownership for wide-ranging responsibilities

Effective time management skills and ability to meet deadlines; demonstrated poise and grace under pressure; demonstrated initiative and resourcefulness; ability to build relationships and work well across functions

Working different shift patterns, and on Bank Holidays to support business. Providing weekend support when required.

Strong typing and computer/phone navigation skills required

Experience:
Solid experience with a customer contact / customer delivery environment. (+2 years)

Solid experience with complex workflows and big data management.

Superior customer/member service ethic

Superior interpersonal skills; excellent written & oral communication skills

Strong experience of working and managing to KPI targets/SLAs; working to milestones and deadlines, reporting progress & dealing with change requests.

Experience of working with a global and international organisation

Working with Shift patterns

International travel experience however not essential

Prefer but not essential demonstrable experience in working in a Project Delivery Framework.

About Us

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science and technology maximize the potential of people through data driven insights, an unmatched portfolio of products, engaging experiences built on science and global expert services. From Talent Acquisition through Talent Management we create diverse, agile, and innovative workforces across the globe. We need highly motivated people to join our dynamic global team. We’re driven by Strong Connections, Curiosity, Fearless Innovation, and Impact.

More at shl.com.

What SHL can offer you

A culture comprised of diverse, global teams who have a passion for collaboration and client service.

A comprehensive benefits package.

Support, coaching, and on-the-job development to achieve career success.

The ability to engage, influence, and impact a broad array of the world’s leading executives.

Our mission is to maximize people’s potential.

At SHL, we love what we do and the good it creates for our customers and our people, it’s our obsession. Our culture is inclusive; we embrace diverse perspectives and collaboration to drive forward innovation and growth.

We build strong relationships based on honest conversations, ongoing feedback and a healthy dose of fun.

We challenge, inspire and develop each other, which empowers us to own our destiny and our careers.

We support each other – always. If this is important to you, consider a career at SHL.

SHL is an equal opportunity employer.