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Managed Services Quality Assurance Representative

Posted: 26 Apr 2021 Closes: 26 May 2021
Shanghai Office, China Competitive
Permanent & Full-time -1719050090

The Company:

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at shl.com.

SHL Managed Services provides Recruitment Process Outsourcing (RPO) services and Outsourced assessment administration and delivery in employee performance and development programs utilizing the SHL's extensive suite of Assessments, Platforms, Best Practices and Consulting services.

As a Managed Services Quality Assurance Representative you will have variable responsibilities and accountability across the MS operations including but not limited for the quality and accuracy of all project milestones, client specifications, project timelines and online systems. You will be responsible for the day-to-day and strategic management of the quality assurance of all MS projects, detection of problem areas and mitigating future issues/risks and will be in charge of planning and performing corrective actions. You will be required to work closely with the MS Management team to identify training requirements, system, process and workflow issues and enhancements and would be expected to support coaching and being a role model of the MS teams to ensure efficiencies, quality and excellent customer service.

Key Accountabilities:
  • Responsible for overall delivery and quality of work in line with agreed Key Performance Indicator's (KPI's) and Service Level Agreements (SLA's).
  • Plan, perform and oversee the quality assurance of all Managed Services Client project.
  • Utilizing strong advance excel skills to perform complex quality control processes across multiple online applications and various raw data outputs for example csv, excel, etc.
  • Management of large complex data sets in various formats and quality assure correct input of data into online applications
  • Monitor that all quality assurance policies and procedures are followed and adhered to including but not limited to various legislations globally.
  • Make sure that quality assurance standards are adequate and identify, mitigate and escalate future potential issues to MS Management team.
  • Detect, escalate and support coaching, training and efficiency needs across workflows, processes and online applications and establish effective internal relationships with: MS Project management, Support team, GCSC teams, Local Professional services and Central Professional services teams - to ensure the efficient and effective delivery of our Projects to clients
  • To help and support the Managed Services Support Manager for the selection, on-boarding, performance, development and retention of all team through standard SHL approaches.
  • Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and SHL's key objectives, whilst delivering cost-effective operations.
  • The MS Quality Assurance Representative will be expected to build a strong knowledge of the Managed Services offerings and solutions to present world class solutions to external clients.

Knowledge/Skills/Professional Requirements:

Key Competencies:

Essential
  • Delivering Results and Meeting Customer Expectations
  • Following Instructions and Procedures
  • Planning and Organizing
  • Adhering to principles and values
  • Applying expertise and technology
  • Coping with pressures and setbacks
  • Analyzing

Skills:
  • Extremely detailed conscious and excellent advance excel formulae skills
  • Intellectual curiosity and dedication to mastering complex terrain; fast learner
  • Ability to diagnose prospect/member needs and identify relevant resources
  • Ability to work both independently and with a team
  • Strong organization and prioritization skills - detail-oriented
  • Drive to go above and beyond for internal and external clients, not to just answer questions as posed, but to pre-empt and provide solutions for subsequent challenges customers may face
  • Ability to synthesize and distil large amounts of information
  • Ability to work under tight deadlines and produce high quality material
  • Positive, upbeat attitude and desire to contribute meaningfully to the team
  • Strong work ethic and willingness to take ownership for wide-ranging responsibilities
  • Effective time management skills and ability to meet deadlines; demonstrated poise and grace under pressure; demonstrated initiative and resourcefulness
  • Working different shift patterns, and on Bank Holidays to support business. Providing weekend support when required.
  • Strong typing and computer skills required
  • Advanced English reading and listening skills required, good English speaking and writing skills preferred as add-ons.

Experience:
  • Solid experience with complex workflows and big data management.
  • Superior customer/member service ethic
  • Superior interpersonal skills; excellent written & oral communication skills
  • Strong experience of working and managing to KPI targets/SLAs; working to milestones and deadlines, reporting progress & dealing with change requests.
  • demonstrable experience in a Project Delivery Framework.

What SHL Can Offer You:
  • A culture comprised of diverse, global teams who have a passion for high achievement, collaboration and client service.
  • Robust training, support, coaching, and on-the-job development to achieve career success.
  • The opportunity to be a part of a company distinguished by its insights and world-class talent management solutions.
  • The ability to engage, influence and impact a broad array of the world's leading executives.

SHL

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