HR Quality Assurance Associate

HR Quality Assurance Associate

Are you a person with strong experience of working in Global HR Service Centre environment? Have comprehensive knowledge of processes and Services delivered by HR core functions? And passionate about data and Analytics, Then, this is the opportunity you should explore. Kindly apply to this position via our career link.

Job description

You will report to “HR Service Quality & Excellence Manager” by being a part of this team, you will be responsible for ensuring service quality governance of the various HR Services for Global HR Service Delivery Team.

A significant part of the team is operating out of the Ramboll Global HR Operations in Gurgaon, India, which supports our Global People Advisory, Mobility, Payroll, Merger and Acquisition, HRBP’s, COE and HRD’s teams in facilitation of key HR processes across Ramboll based on enabling technologies like Workday, SmartRecruiters, Cornerstone and ServiceNow platform.

In this role you will be mainly responsible for the following areas:

Service Delivery Monitoring:

• Ensure HR services are delivered according to agreed standards in ServiceNow.
• Track and follow up on SLA breaches to ensure timely resolution.
• Manage CSAT reporting follow-up to maintain high customer satisfaction.
• Handle suspended stage cases to ensure proper attention and closure.
• Process unassigned cases and transition them to the appropriate teams (Triaging).
• Review and complete draft cases to prevent backlog.
• Clean up old tickets to maintain a streamlined system.

Agent Usage Monitoring:

• Monitor if HRSD agents are using the system as defined as "ways of working" in ServiceNow.
• Ensure proper transfer of cases when needed and track the re-assignment of cases.
• Verify that tasks are used correctly and efficiently.
• Oversee the de-assignment and re-assignment process for optimal task management.

Operational Efficiency Enhancement:

• Ensure HR operational teams are using Agent Assist tools to boost efficiency.
• Implement and optimize tools such as checklists, fulfillment instructions, and response templates to streamline operations.
• In your role you will get to collaborate closely with Internal team Auditors, HR Ops Team Leads / Managers, HR Digital team and ServiceNow developers and Analytics teams. HRSD Leadership team and various HR service and Process Owners.

Quality Assurance Monitoring:

• Conduct regular audits of HR processes and procedures to ensure compliance with company policies, global standards, and legal regulations.
• Identify areas for improvement and recommend solutions to enhance HR service delivery.

Documentation and Reporting:

• Maintain detailed records of quality assurance activities and findings.
• Prepare reports and presentations to communicate quality metrics, observations, and recommended actions to HRSD leadership.

1. Education:

• Bachelor's degree in Human Resources, Business Administration, Quality Management, or a related field.

1. Experience:

• Proven experience in HR quality assurance, HR operations, or a similar role within a global company.
• Experience with HR software systems, data management and Data Analysis.
• Experience working with ServiceNow HRSD or a comparable HR technology platform.
• Proficiency in using the ServiceNow reporting module is a Positive advantage.
• Operational mindset with a passion for Data munching and suggesting continuous improvement based on data insights..
• Experience of working in a global matrixed HR Operations organization and fast-changing environment.
• Process Improvement/ Business process optimisation / automation experience.

1. Skills:

• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Power BI reporting).

1. Personal Attributes:

• High ethical standards and integrity.
• Flexible to work in different time zones.
• Ability to handle confidential information discreetly.
• Adaptability to work in a fast-paced and changing environment.

What We Offer

• Opportunity to work through ServiceNow HR.
• The chance to become skilled in one of the world’s fastest growing digital platforms.
• Exposure to a truly global HR organization, collaborating across borders and cultures.
• A supportive environment where you can learn, grow and have an impact on a critical business platform.
• Hybrid working (min. 3 days office per week)

How to apply

• Apply online. Attach your CV, cover letter and relevant documents showcasing why you are the right fit for the role, and when you are available to start. Applications will be assessed on an ongoing basis and the role may be filled before the final date. We look forward to receiving your application.

Personal qualities that will help you succeed in this role include:

self-motivated, solution mindset, attention to detail. A team player with ability to work independently with minimum supervision Flexible attitude, in agile environment with frequently changing deadlines can be relied on to meet deadlines, committed to both their work and personal development, with a willingness to widen their experience, including knowledge base and leadership skills. Good communication skills both written and verbal  

• The ability to build relationships and trust, so your business colleagues see you as their partner, focusing on creating value for the business.
• The ability to understand and navigate a complex, relationship-based matrix organization to achieve key objectives.
• Being able to adopt a team-oriented approach to solving problems.
• Excellent communication and collaboration skills.

Welcome to our Support Organization 

In Ramboll’s Support Organization we take pride in keeping Ramboll running smoothly, enabling bright minds throughout the organization to focus on their areas of expertise as we tie together all parts of the business. We provide support within areas like Finance, HR, IT, Legal, Communication, Facility Management and more, coordinating efforts and securing common ground for the development and servicing of clients and markets.  

Ramboll globally 

Ramboll is a leading engineering, architecture, and consultancy company. Working at one of our offices in 35 countries you will join more than 16,000 fellow bright minds in creating innovative and sustainable solutions within Buildings, Transport, Energy, Environment and Health, Architecture, Landscape and Urbanism, Water and Management Consulting. Combining local experience with global knowledge, we help shape the society of tomorrow. 

Alle your information will be kept confidential according to EEO guidelines.  

What we can offer you

• Investment in your development
• Leaders you can count on, guided by our Leadership Principles
• Be valued for the unique person you are.
• Never be short of inspiration from colleagues, clients, and projects.
• The long-term thinking of a foundation-owned company

We offer:

• A challenging and interesting workday characterized by continuous learning, in an environment where you have many to spar with and learn from.
• Opportunity to work with varied work tasks, across the organization.
• Opportunity to develop and influence your own area of responsibility.

Work at the heart of sustainable change

Ramboll is a global architecture, engineering, and consultancy company. We believe that the purpose of sustainable change is to create a thriving world for both nature and people. So, that’s where we start – and how we work. At Ramboll, our core strength is our people, and our history is rooted in a clear vision of how a responsible company should act. Being open and curious is a cornerstone of our culture. We embrace an inclusive mindset that looks for fresh, diverse, and innovative perspectives. We respect, embrace, and invite diversity in all forms to actively cultivate an environment where everyone can flourish and realize their full potential.

Ready to join us?

Please submit your application. Be sure to include all relevant documents including your CV, cover letter, etc.

Thank you for taking the time to apply! We look forward to receiving your application.