JELD-WEN is currently seeking a HR Shared Services Sr. Quality Analyst to join our growing team.

KNOWLEDGE, SKILLS, ABILITIES

• Analytical Skills: Problem-solving and critical thinking to identify and address issues effectively.
• Strategic Thinking: Developing long-term strategies and understanding market trends.
• Project Management: Planning, organization, and resource management to handle multiple projects efficiently.
• Managing ambiguity, change: Ability to deal with ambiguity in a fast-paced environment while managing multiple competing priorities, managing change, maintaining performance under pressure, and continuous learning.
• Communications: Excellent oral and written communication skills, including the ability to organize and present information concisely to executive leaders.
• Teaming: Able to work in teams effectively and collaborate effectively.
• Ability to operate independently: Ability to execute activities with minimal oversight, motivated and focused on tasks at hand. As well as resourcefulness and ability to find solutions quickly.
• Risk Management: Identifying potential risks and developing mitigation strategies.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Human Resources, communications, or other related field preferred or equivalent commensurate experience.
• 3-5 years of experience working with HR content and a solid understanding of HR processes.
• Proficient in ServiceNow or other related HR platforms.
• Knowledge of data security and compliance standards.
  

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THE ROLE

Responsible for assessing the overall health and performance of HR Shared Services using a variety of measurement tools (i.e., performance metrics, service level agreements, and dashboards) to monitor the effectiveness and efficiency and to drive continuous improvement efforts.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Collect and analyze SNOW ticket data, service level agreements (SLAs), metrics and KPIs, customer survey feedback, to identify trends, patterns, and areas of improvement for HRSS processes, service delivery and operations.
• Define, regularly review HRSS metrics and key performance indicators (KPIs) to ensure they remain relevant and effective.
• Identify inefficiencies and areas for improvement within HRSS processes and operations.
• Address and oversee quality-related issues and complaints.
• Prepare and present regular reports on quality performance, highlighting key insights and areas for improvement.
• Use data visualizations techniques to make complex data easily understandable for stakeholders.
• Perform root causes of areas of inefficiencies, assist in building a business case or project plan for continuous improvement initiatives, ensuring alignment with business objectives and stakeholder requirements.
• Drive the implementation of improvement initiatives to streamline and enhance HR operations based on data insights, collaborating with cross-functional teams as needed.
• Monitor and evaluate the effectiveness of implemented solutions, adjusting as necessary.
• Work with Process Owners to understand areas of opportunity for training, support training needs assessment & delivery.
• Maintain accurate and up-to-date documentation of business processes, improvement initiatives, and project progress.