Global Quality Specialist - Dutch Speaker

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts, Strada blends leading-edge technology with human

ingenuity to help businesses across the globe design and deliver at scale. Supporting over 30 years to 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It's why we're so driven to connect passion with purpose. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, pls visit Strada Global Page

Delivery Key responsibilities:

• Perform transactional quality audits on Customer Service interactions (all calls including payroll, cases and emails) to ensure the highest standards are achieved by following the QCM Methodology and meeting productivity targets
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management following the standard QCM Methodology and Governance
• Be up-to-date with the transactional and payroll monitoring guidelines and operational processes to effectively rate transactions with near zero errors in rating
• Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on agreed frequency and format
• Provide ad-hoc quality reports as and when instructed from the Quality Lead
• Provide detailed coaching points for all audited transactions using the standard template
• Perform coaching and delivery feedback to agents on completed evaluations
• Track and report the coaching compliance of completed evaluations
• Conduct weekly meeting with Operations to explain team findings and address queries
• Track action items against different owners from weekly QCM meeting. Follow-up and escalate on pending action items as appropriate
• Resolve disputes through the Lead effectively and in a timely manner
• Support the Delivery Support Management Team to ensure that training requirements and transformation requirements are understood, and that support is in place to address outcomes and improvements identified through the monitoring process
• Facilitate and/or participate in internal and external calibration sessions as applicable
• Track action items from the calibration sessions and follow-up/escalate to closure
• Responsible for reverse validation: analyse SAP reports, validate accuracy of SAP transactions, resolution of errors etc.
• Build effective working relationships with support teams and use support team data and analysis to suggest improvements to QCM results

• Follow framework standards across the regions

• Contribute to performance results, as well as supporting business and communication plans

• Support the overall Quality service performance in terms of quality and accuracy

• Support the monthly Leadership reporting and ensure it meets the business needs
• Support key stakeholders to ensure that there is collaborative approach to achieve the required business outcomes
• Promote strong morale and collaboration within the team

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options.

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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