Quality Assurance Specialist
Full-time
Gratitude Jobs Ahead HR Inc
- Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
- Provide excellent customer service and identify client needs.
- Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
- Participate in proposal development for business opportunities.
- Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
- Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
- Conduct root cause analyses and build corresponding action plans.
- Coach associates to meet KPIs and performance metrics.
- Manage team attrition and engagement.
- Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
- Perform any other tasks assigned by leadership.
- Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
- Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
- Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
- Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
- Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.
- Bachelor’s degree preferred.
- Minimum 2 years of experience as a QA Analyst
- Experience in supporting HCM accounts(Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical(must have)
- Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends is a must.
- Strong analytical, results-oriented, and process-driven mindset.
- Experience supporting new account launches, workflow stabilization, or transition projects.
- Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
- Ability to document processes accurately and ensure compliance with client expectations.
- Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
- Competent in root cause analysis, performance management, and data-driven decision-making.
- Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
- Strong written and verbal communication skills, especially for client-facing reporting and updates.
- Able to adapt quickly to evolving client requirements, especially during the stabilization period.
- Must have BPO experience
Qualifications :
Vacancy posted 16 hours ago
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