Employee Services Specialist - Contact Center QA

Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

This role is primarily responsible for providing Quality Assurance activities to the HR Contact Center services and processes to ensure accurate processing of basic employee requests tickets, calls, and chats in compliance with internal and external regulations, service level agreements, processes, and procedures.  

• Perform general Quality Assurance activities to the assigned contact center group’s performance in relevance to the established SOP.
• Highlight areas of problem to be reviewed or improved to ensure alignment with agreed SLA and KPIs
•  
• Work with QA group and relevant Contact Center members in process-related improvements.
• Provide relevant insights to the Contact Center activities relevant to continuous improvement initiatives.
• Escalate and analyze identified issues and concerns to the Team Lead for timely resolution.
• Assess identified issues and collate documentation to assist in investigating and in resolving common and recurring issues. 
• Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
• Assist in providing input into the creation and delivery of performance reporting to business stakeholders
• Coordinate in the continuous improvement initiatives by participating on CI project team to optimize processes
• Support selected simple process improvement initiatives to streamline processes.
• Administer HR contact center services by resolving simple transactions through calls, chats through the company’s ticketing system.
• Perform simple but varied tasks in compliance with service level agreement, process, policies, and procedures.
• Assist in the data gathering for incident reports to enable effective issue investigation and continuous improvement
• Responsible for ensuring confidentiality is maintained at all times
• Perform ad hoc tasks as requested or assigned

Qualifications

Minimum Requirements

• Bachelor’s degree in Business/ Administration / Human Resources 
• 3 years of relevant professional experience in Human Resources Services in a Shared Services/BPO Industry
• Experience in process audits and quality assurance activities.
• Intermediate proficiency in MS Office tools
• Working knowledge and understanding of HR Operations standards and procedures.
• Experience using HR Systems - Oracle, Workday, ServiceNow or other similar platforms and tools is preferred

  Attributes

• Ability to be thorough and meticulous in completing assigned tasks and identifying errors, duplicates, & discrepancies through defined methods. (Attention to Detail) 
• Ability to maintain good customer relationships with the ability to proactively support customer needs and requirements. (Customer Service) 
• Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication) 
• Ability to identify, assess, and resolve simple to moderate issues by following defined policies and procedures. (Problem Solving) 

  Working Environment and Physical Demands:  

•  Ability to work in shifting schedule operating hours
•  Amenable to work in a hybrid working arrangement/set-up

Additional Information

#LI-GM1 About AECOM AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.   Freedom to Grow in a World of Opportunity  You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed. You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients. AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too. Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours. All your information will be kept confidential according to EEO guidelines.