QA Operations Analyst - Ceridian | New Day Jobs (Yangon, Myanmar)

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Ceridian
Remote (Asia Time Zone Permitted)

QA Operations Analyst

Job Expired

QA Operations Analyst

Ceridian
Salary : Login to view salary Job Expired
Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.

Makes Work Life Better™ is our brand promise, not only to our customers, but to our employees as well. Our flagship platform, Dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.

How do we make work life better?

  • By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
  • By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
  • By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users

We understand that no matter where you are, choosing a new employer is always one of life’s most stressful events. We encourage you to check us out at Ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!

About The Opportunity

The Global Customer Office (GCO) Quality Analyst, reporting to the Manager of GCO QA Process and Adherence, will be responsible for performing quality reviews that ensure that Ceridian is delivering on our promise to keep customer value at its core by delivering world class customer service across the GCO. The Quality Analyst will provide coaching and feedback to be addressed via process improvement and/or training opportunities to enhance GCO customer interactions. The role will be responsible for evaluating that professional, accurate and high-quality services are delivered to our customer. They will also analyze trends, identify training gaps and collaborate with their appropriate GCO counterparts to drive positive outcomes for improved customer satisfaction.

To ensure all customer interactions, from implementation to post live at customer service level, are done in accordance with Ceridian’s established operational QA processes and procedures and regulatory guidelines. Acting as the voice of the customer while always providing the best overall customer services experience.

What You’ll Get To Do

  • Perform consistent auditing of their assigned book of business as outlined by the QA framework established for that book of business.
  • Facilitates New Hire and ongoing refresher Quality training to classes and team meetings.
  • Monitor customer experience through call listening (using Calabrio tool) and data (using the Salesforce tool) and process audit procedures, measuring each interaction for accuracy and compliance with established quality guidelines and requirements
  • Review and/or score customer interaction using standard metrics and guidelines.
  • Ensure auditing is performed to the utmost detail taking into consideration that scoring impacts employees performance directly.
  • Continually works to stay calibrated within the scoring of the team to maintain a repeatable and reliable experience.
  • Manage all disputes related to their assigned book of business and address any issues in a timely manner with managers.
  • Leads call listening and ticket review calibration sessions internally and externally with the leaders of each business unit.
  • Leverage the Calabrio tool to track, manage and provide feedback on GCO customer service quality ensuring all data is accurate entered in the system.
  • Work collaboratively with the GCO stakeholders to create positive service outcomes that keep customer value at the core of our work
  • Authors, makes suggestions and submits requests for documentation to equip the GCO teams with the information needed to excel at delivering the highest quality customer service.
  • Analyze trends to identify and close knowledge gaps; coordinate with the appropriate GCO teams to address gaps.
  • Provide feedback and recommendations to the quality audit processes to continuously drive efficient and effective auditing procedures that meet the needs of the GCO business goals.
  • Participate in special QA related projects to identify and report on root cause challenges related to the quality of customer service that need to be addressed in a timely manner, with recommendations on possible solutions.
  • Occasional interaction directly with high profile customers in work related to special QA projects
  • Ability to analyze and assess data trends in quality service
  • Fluent in Quality and Calabrio reporting and able to pull reports as needed.
  • Be responsible for being the P.O.C for various teams while supporting multiple GCO Managers as their assigned Quality Analyst.

What’s In It For You

  • Develop deep technical expertise and gain valuable business/industry related experience
  • Encouragement to be the best version of yourself at and away from work:
  • YOUnity diversity and inclusion programs
  • Amazing time away from work programs
  • Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
  • Recognition for your contributions through excellent pay, perks, and rewards
  • Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
  • Opportunities to fuel your career growth through numerous internal and external programs and events

Skills And Experience We Value

  • 2+ years of experience in a quality analyst/ quality auditor role with exceptional attention to detail
  • Strong negotiation skills (i.e. Ability to manage disputes with business leaders and the confidence to advocate for the client when service quality and Ceridian’s reputation is at risk)
  • Strong problem-solving skills with the ability to think outside of the box to ensure customer service quality is always at the forefront.
  • The ability to work independently with productivity being a key metric.
  • Proactive self-starter that continually takes initiative and seeks ways to support their team members and take on additional duties to help advance the QA and Process adherence team
  • Meeting facilitation skills (including leading meetings in a remote work setting).
  • Strong computer skills including the use of the Microsoft suite of tools including Word, Excel and PowerPoint.
  • Strong written and verbal English skills.
  • Ability to always keep the customer experience and value at the core of everything you do.
  • Strong communication and influencing skills.
  • Problem solving mindset.
  • Ability to communicate complex concepts in a clear and concise way.
  • Ability to effectively manage change in an evolving growing organization.
  • Call quality platform experience an asset (i.e. Calabrio, Verint)

Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.

Apply Now

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