Managed Services Quality Assurance Representative

**Description**
SHL helps organizations assess, select and develop the right people for the right roles using proven, science-based assessments, technologies, consulting services and benchmark data and offer support to clients across the entire employee life cycle, engaging HR and leaders from Finance, IT, Sales and other organizational teams. As a result, we help executives improve business performance by realizing the value and potential of people.
- 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.
- 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.
- 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 Organising
- Working with People
- Presenting and Communicating Information
- Adhering to principles and values
- Coping with pressures and setbacks
- Analysing

**Skills**:

- Extremely detailed conscious and excellent advance excel formulae skills
- Strong presentation skills on the telephone and online; ability to engage audiences and respond effectively to questions
- Intellectual curiosity and dedication to mastering complex terrain; fast learner
- Superior communication, organisational skills and customer service experience.
- 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; ability to build relationships and work well across functions
- Working different shift patterns, and on Bank Holidays to support business. Providing weekend support when required.
- Strong typing and computer/phone navigation skills required

**Experience**:

- Solid experience with a customer contact / customer delivery environment. (+2 years)
- 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.
- Experien