Quality Analyst II Talent Acquisition

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Job Information
**MEMBERS ONLY**SIGN UP NOW***.
Quality Analyst II, Talent Acquisition
in
Philadelphia
Pennsylvania
**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..
Job Summary
The Quality Analyst - Talent Acquisition position will be responsible for leading the quality program for the Talent Acquisition Operations Support (TAOS) team with the HR Service Delivery (HRSD) organization. The TAOS team delivers the hiring experience by extending offers to candidates, coordinating completion of pre-employment tasks such as signing the offer letter and completing the background check and onboarding every new hire to **MEMBERS ONLY**SIGN UP NOW***.. As part of the HRSD Quality Assurance program, this position will lead the quality program for TAOS by performing routine quality audits, preparing scorecard reports that measure individual and team performance metrics, and providing coaching feedback. Additionally, the Quality Analyst will collaborate directly with the functional leads to standardize the interpretation of organizational policies, procedures, and enhancing the quality program in the areas of performance management, reporting, and integration of behavioral analytics into **MEMBERS ONLY**SIGN UP NOW***., TAOS, and HRSD culture.
Job Description
Core Responsibilities
Perform routine audits of case management tickets and call recordings for accuracy, completeness, adherence to Service Level Agreements (SLA) and delivery of the candidate experience.
Use quality monitoring data management system to compile and monitor performance at team and individual level.
Partner with functional leaders and key stakeholders to identify and leverage data points across multiple systems to prepare monthly narratives for management.
Collaborate with leaders to calibrate individual Key Performance Indicators (KPI), identify gaps in service level goals, and provide training recommendations.
Administer and own client-feedback surveys.
Partners with Operations to provide guidance for the implementation and day to day support of all Quality tools including Verint and/or the S4X Quality Platform.
Reinforces the importance of the Quality Program as part of HRSDs strategic focus on improving customer and client experience.
Partners with leaders to coaches and monitor the performance of employees to established goals and objectives.
Leverages applicable processes, quality guidelines, and established relationships to create and sustain feedback loops that drive improved employee performance.
Appropriately challenges existing processes, identifies solutions to streamline daily tasks, and maximizes best practices to ensure high quality interactions with internal and external customers. 
Completes assessments of existing quality and coaching processes to define the problem, related policies or behaviors, gap analysis, and solutionrecommendations.
Leverages Quality data and insights, with interaction review, to identify specific opportunities for people, process and tool improvements.
Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
Supports the development and execution of the quality and coaching strategy to support operational compliance and service to our clients.
Partners with TAOS leaders and the HRSD Quality Manager to provide updates on project status, relevant risks, and dependencies required to move projects or program work forward.
Interacts directly with cross-functional leaders and teams in order to create and sustain regular coaching and feedback loops.
Diagnoses, corrects, and documents issues, risks and problems using Quality Assurance (QA) practices.
Utilizes the **MEMBERS ONLY**SIGN UP NOW***. Change Management model (ADKAR) to successfully develop and implement new practices, behaviors, or procedures. 
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and off hours as necessary.
Other duties and responsibilities as assigned.
Additional Requirements
Experience with quality tools such as Verint and/or the S4X Quality Platform
Workday experience preferred.
Zendesk, or similar case management system experience preferred.
Strong analytical skills, ability to leverage data from multiple sources in excel
Thrives in a fast past environment, able to multi-task and prioritize tasks daily
Results oriented with a focus on problem solving and continuous improvement.
Ability to communicate across all levels of the organization with diplomacy, tact, and professionalism
Managing Quality Assurance for the TAOS team, focusing on compliance to Employee Relations standards and centralized service delivery to field partners.
Reinforces the importance of the Quality Program as part of HRSDs strategic focus on improving customer experience.
Coaches and monitors performance of employees to established goals and objectives.
Leverages applicable processes, quality guidelines, and established relationships to create and sustain feedback loops that drive improved agent and site performance.
Appropriately challenges existing processes, identifies solutions to streamline daily tasks, and maximizes best practices to ensure high quality interactions with internal and external customers. 
Completes assessments of existing quality and coaching processes to define the problem, related policies or behaviors, gap analysis, and solution recommendations.
Leverages Quality data and insights, with interaction review, to identify specific opportunities for people, process and tool improvements.
Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
Partners with Operations to provide guidance for the implementation and day to day support of all Quality tools including Verint and/or the S4X Quality Platform
Supports the development and execution of the quality and coaching strategy to support Operations with improving effective behavior demonstration.
Partners with Quality Manager to provide updates on project status, relevant risks, and dependencies required to move projects or program work forward.
Interacts directly with cross-functional leaders and teams in order to create and sustain regular coaching and feedback loops.
Diagnoses, corrects, and documents issues, risks and problems using Quality Assurance (QA) practices.
Utilizes the **MEMBERS ONLY**SIGN UP NOW***. Change Management model (ADKAR) to successfully develop and implement new practices, behaviors, or procedures. 
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and off hours as necessary.
Other duties and responsibilities as assigned.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.
**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
7-10 Years
Salary:
National Pay Range: $56,146.60 USD-$126,329.85 USD
**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

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