Senior Specialist, HR Operations Support – Quality Assurance, Continuous Improvement

This is a fully remote position, open to applicants in Turkey.

📋 Description

• Perform regular quality assurance audits of HR services, which encompass case management, phone interactions, online chats, and various operational procedures.

• Assess the accuracy, completeness, and adherence of service delivery to established standards and procedures.

• Oversee the quality and precision of HR data, documentation, and transactions to spot discrepancies, minimize errors, or address gaps.

• Recognize areas for enhancement and provide constructive feedback to ESC representatives.

• Track key performance indicators (KPIs) related to service quality and operational efficiency.

• Examine audit results to detect trends, root causes of errors, and areas needing process enhancement.

• Work in collaboration with HR teams to set up continuous monitoring systems to track actions taken to foster improvement following governance methods.

• Identify trends and patterns, offering HR Services teams training, guidance, and support to consistently elevate service delivery quality and operational effectiveness.

• Conduct QA training sessions and workshops for ESC supervisors on quality assurance best practices and standards as needed.

• Provide ongoing coaching and support to ensure compliance with quality standards and continuous skill enhancement.

• Generate reports and presentations that summarize audit results, compliance metrics, and recommendations for management review.

• Share insights and actionable recommendations with stakeholders to ensure transparency and accountability.

• Assemble audit findings and performance metrics into detailed reports for management assessment.

• Organize root cause analysis (RCA) sessions with relevant stakeholders to determine the underlying causes of identified deviations.

• Collaborate with HR Hub teams to develop action plans addressing identified issues and promoting continuous improvement.

• Partner with ESC stakeholders to initiate process improvement projects based on QA findings and feedback.

• Independently support any QA-related audits/review requirements with minimal guidance.

• Assist in the internal audit process, closing recommendations, and ensuring that the HR Operations Hub teams comply with HR obligations.

⛳️ Requirements

• Bachelor's degree with a concentration in Human Resources or Business Administration.

• 5-7 years of experience in various HR functional areas, ideally in HR operations or shared service roles within a global context.

• Demonstrated experience in quality assurance, auditing, or process improvement in a shared services environment, preferably in HR.

• Strong knowledge of HR processes and best practices, including case management, employee inquiries, and transactional services.

• Excellent analytical abilities to interpret data, identify trends, and provide data-driven recommendations.

• High attention to detail and accuracy when assessing service quality and compliance.

• Strong verbal and written communication skills, with the ability to collaborate and influence, articulating complex concepts and offering constructive feedback.

• Proficiency in HRIS, ticketing systems, and other relevant software applications.

• Certification in quality management or process improvement methodologies (e.g., Six Sigma, Lean) is advantageous.

• Fluency in Turkish and English—both reading, writing, and speaking—is essential; knowledge of other languages (Italian, French, Portuguese, Spanish) would be a plus.

🏝️ Benefits

• Health insurance

• Professional development opportunities