Consultant, Quality & Governance

The Consultant of QA Governance is responsible for identifying and implementing improvements for the Employee Experience Hub, globally. The successful candidate will play a crucial role in analyzing operational data, streamlining processes, and leading global initiatives to enhance overall recruitment efficiency and effectiveness. This role ensures a high standard of quality assurance and governance by maintaining a focus on continuous improvement and best practices. 

The Consultant works closely with Recruitment Operations, HR Compliance and Employee Care to evaluate and interpret key metrics, driving proactive solutions for periods of increased workload and ensuring the timely delivery of enhanced procedures that meet or exceed expectations.  

Additionally, they will establish routines for communicating action plans and identified opportunities to relevant stakeholders, thereby fostering an environment of transparency and collaboration. 

This role represents the QA Governance team by leading global projects, simplifying procedures, and enhancing the customer experience. The Consultant of QA Governance will also maintain strong engagement levels among team members, fostering a culture of innovation, operational excellence, and continuous improvement aligned with the Company Growth Strategy. 

What you´ll do for Us 

• Identify improvement areas in the current processes for NA and LATAM Recruitment Operations, based on the feedback received via escalations, checkpoints and process enhancements sessions. 

• Simplify the team procedures and resolutions to our clients, to provide the best customer experience in a timely manner. 

• In coordination with the Process Lead, analyze data and metrics available for North and Latin America population, case and call volume, and trends to identify opportunity areas. 

• Bring proactive solutions to the team for seasonal periods where the workload increases. 

• Deliver results that meet or exceed expectations on the enhancements proposed. 

• Set the required routines to communicate the identified improvement areas and the action plan to take.  

• Lead Global Projects and initiatives based on specific findings 

Technical Skills 

• Excellent writing and verbal communication skills. 

• Leadership and organizational skills and ability to plan and coordinate action plans. 

• Constant research on external best practices to bring new ideas to the team. 

• Experience in identifying improvement areas and bringing short- and long-term solutions. 

• Ability to develop networking and collaborate with another team members, departments, and stakeholders. 

• Capable of leading internal projects based on the enhancements proposed to leadership.  

• Skilled to simplify, enhance, align, and eliminate procedures. 

General requirements 

• Bachelor’s degree required. Ideally in Human Resources or Project management.  

• Excellent written and verbal communications skills. 

• Experience working in Human Resources processes. 

• Knowledge in Microsoft tools (Word, Power Point, Excel)  

• At least 1 year of experience in Project enhancements 

• Knowledge of the Agile methodology is preferred. 

• Working understanding across multi-cultural, networked organization. 

• Good interpersonal skills with ability to communicate complex issues to drive tangible business actions. 

• Stakeholder management at all levels of the organization.