AECOM Quality Assurance, HRCC in Taguig City, Philippines
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This role will be primarily responsible providing support to the day-to-day HRCC operations by administering QA procedures for the HRCC Team and support in the identification of process improvements for quality processing and to be in compliance with relevant process, procedures, and relevant regulations.
Perform moderately complex Quality Assurance activities for the HR Contact Center Team within the assigned region/s in compliance with relevant regulations, service level agreement, process, policies, and procedures.
Perform analysis to identify and address quality improvement needs, liaise with the business to ensure that our quality systems meet business needs and provide regular quality assurance reports.
Provide regular updates through the preparation of month-end QA performance report per supported region and assist in providing actionable recommendation to members of operations.
Escalate issues and recommend resolutions to the Team Lead for timely. May support junior members of the team in addressing routine issues within the assigned processes.
Propose alternatives in identified issues and assist in investigating and in resolving common and unusual issues and assist in the training needs relevant for long term solutions which are identified during calibrations or operations performance review, IR call, and QA reports.
Identify areas for process improvement and knowledge gaps because of Quality Assurance activities.
Contribute to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
Provide recommendation and work with People Managers to address findings.
Identified gaps, to strengthen the overall quality posture of HRCC, to achieve and deliver best in class operations, solutions and drive continuous improvement initiatives.
Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
Contribute specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager.
Open for night shift schedule to support Americas Region.
Open for Hybrid set-up (Freedom to Grow).
Bachelor’s degree in any Business-related course.
At least 4 years of relevant professional experience in Contact Center preferably supporting HR services.
Exposure in Workday and ServiceNow is a must.
Experience in Quality Assurance at least 2 to 3 years
Excellent communication skills in both written and spoken English.
Intermediate to Advanced proficiency in MS Applications (Word, Excel, Outlook, PowerPoint) and Adobe applications.
Advanced knowledge and understanding of accounting standards and procedures and internal controls.
Experience working in Shared Services or BPO is preferred.
Ability to effectively communicate and collaborate with a varied audience and internal and external customers. (Communication)
Ability to maintain good customer relationships with the ability to suggest ways to improve customer support customer experience (Customer Service)
Ability to be thorough and meticulous in completing assigned tasks and identifying errors, duplicates, & discrepancies through defined methods (Attention to Detail)
Ability to identify and resolve simple to moderate with the ability to provide resolution alternatives by following defined policies and procedures (Problem Solving)
AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $13.1 billion in fiscal year 2022. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.
Freedom to Grow in a World of Opportunity
You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.
You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.
AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.
Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
All your information will be kept confidential according to EEO guidelines.
Business Line: Geography OH
Business Group: DCS
Strategic Business Unit: GBS
Career Area: Human Resources
Work Location Model: Hybrid