Subject Matter Expert

Description

KGS is seeking a HR Solutions Quality Assurance Coordinator. The quality assurance coordinator is responsible for maintaining the accuracy and timeliness of quality aspects in accordance with KGS goals and quality metrics. Ascertain whether issues are being identified and addressed end to end and if so, direct within the Quality organization ensuring consumer experience is at the center of it. Responsible for periodic review of department internal control procedures. Maintain the quality data systems and periodically review in order to identify and recommend process improvements that increase efficiency and/or accuracy. This role demands ability to set priorities, meet deadlines and manage multiple projects in a fast-paced, changing environment   

What You Will Do In Your Role

Provide a globally consistent and exceptional consumer experience across all support channels through Call, Case, Chat and Survey Quality Management.

• Audit – Establish an effective global superior standard by means of quality review
• Collaboration – Drive continuous improvement through agent coaching and feedback
• Analysis – Execute a summary of findings using an effective performance analysis 

The Experience You Will Bring

Requirements:

• Experience in driving quality framework in a large organization (Preferred).
• Minimum of 5 years experience in HR Solutions setup
• Communication Skills: Positive & Professional manner, written and verbal
• High attention to detail
• Has a strong understanding of HRMS setup (SAP, PeopleSoft, Infor, SuccessFactors. etc.)
• Computer and MS Office Skills (Excel & PPT)

What Will Put You Ahead