Key Responsibilities

​Account Stabilization: Lead the launch of new program workflows, including TTT readiness and nesting strategies.

​Performance Management: Conduct root cause analysis (RCA) and coach associates to meet metrics.

​Operational Excellence: Develop SOPs, call flows, and documentation for HRIS/SaaS environments.

​Stakeholder Collaboration: Partner with Recruitment, WFM, and Quality teams to drive account scaling and engagement.

​Requirements (Must-Haves)

​Experience: Minimum 2 years as a Quality Assurance (QA) Analyst in a BPO setting.

​Domain Expertise: Proven experience supporting HCM Platforms (e.g., Workday, Kronos, Paychex, ADP, SAP, or Oracle).

​Technical Knowledge: Familiarity with Payroll software, AI for HR, and Workforce Management trends.

Skills: Strong analytical mindset, process-driven, and excellent client-facing communication skills.