Quality Control Associate

The primary responsibility of the Quality Control Associate is to provide service support to Career Transition service participants and support service delivery quality assurance efforts. They will assess and qualify participant feedback, reply to feedback by contacting participants via phone, email, SMS and virtual meeting, and resolve their feedback following remediation guidelines and procedures.

The incumbent of this role should enjoy challenging customer service interactions, and thrive in fast-paced, volume-driven work environments.

This is a part-time, variable hourly position.

Reporting Relationships:

• Quality Control Manager
• Director, Candidate Experience (indirect)

Direct Reports:

• None

Location:

• Remote USA

Travel:

• None

Languages:

• Fluent in English
• Fluency in Spanish or French is a bonus

In this role you can expect to

Key Accountabilities

• Manage all Career Transition service evaluations assigned to them.
• Assess evaluation detail, analyze referral activities.
• Outreach to candidate and expertly deescalate issues they communicate.
• Document outreach in internal systems, following proper procedures.
• Manage the intervention with the assigned Delivery Consultant and their Lead Consultant as appropriate, ensuring a delicate and supportive experience of the Candidate.
• Manage the reopening of the Career Transition program as-needed, and assignment to new Consultants as appropriate.
• Ensure all outstanding negative feedback is addressed and resolved with candidate and within internal systems.
• Strive for and maintain a remediation rate of 20%
• Manage a light caseload of candidates to remain current on the LHH career transition experience and enhance the quality control experience.
• Review consultant activity and candidate utilization to ensure candidates are receiving Career Transition services according to LHH delivery standards

All About You

• 2 years of experience in a fast-paced virtual customer service role, specifically handling challenging customer service interactions with a track record of successful resolutions.
• 2 years Career Transition Consulting or Recruiting experience is a significant bonus.
• Proficiency with Excel and MicroStrategy or another reporting system or database; ability to analyze trend data, spot issues and communicate to delivery leaders.
• Strong communication and relationship skills; ability to communicate with all professional levels, including executives, to resolve their service quality feedback.
• Experienced customer service professional with a professional image and attitude.
• Customer service oriented, sensitive to and enjoys helping people; able to maintain calm, respond and act when interacting with upset customers.
• Detail oriented, understands the value of documentation and process.
• Resourceful, methodical and ability to troubleshoot challenges quickly and independently.
• Curious mindset, driven to understand data results.
• Handles deadlines, commitments, and high pressure with grace, and remains motivated in fast-paced environments.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives
• Comprehensive benefits package including health, vision and dental.
• Unique opportunity to work from the comfort of your own home while providing post-service support to Career Transition service participants from a variety of backgrounds and industries.
• Paid Training @ $25 per hour
• $35 per hourfor Quality Control support
• $37.50 per hour for Consulting

Placement within this range is determined based on geographic location, experience, and other compensatory factors.

The world of work is ever-changing and unpredictable. Organizations are constantly fighting a battle to find and maintain their competitive advantage: their talent. To succeed, they can’t just rely on what works today, working tomorrow. They need to be ready for next.

LHH exists to help individuals, teams, and organizations find and prepare for what’s next. With integrated, end-to-end solutions that include Advisory, Professional Recruitment, Career Transition, and Learning & Talent Development, we are uniquely positioned to work together to make a positive impact on the future of every person we work with at every key career moment.

LHH is at the forefront of change to build a bigger, bolder workforce. Every day is a new day to prepare for, and we’re here to make sure the future works for everyone.

A division of the Adecco Group – the world’s leading HR solutions provider – LHH’s 8,000 colleagues and coaches work with 15,000 organizations in over 60 countries around the world. We successfully help close to 500,000 candidates to enhance their careers every year. Our local expertise, global infrastructure, and industry-leading technology allow us to manage the complexity of critical workforce initiatives and the challenges of transformation. It’s why most of the Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.

For additional information on our Diversity and Inclusion policy, please consult the following link:  https://www.lhh.com/us/en/diversity-and-inclusion