People Support Services - Global Quality Lead

Western Digital; A distancia; MXN 911,000 - 1,276,000; Jornada completa

Descripción de la vacante

A global technology company is hiring for a role focused on quality management within HR, based remotely in Mexico City. The successful candidate will be responsible for monitoring PSS performance and driving quality initiatives. This position requires proven quality management experience, strong interpersonal skills, and the ability to handle sensitive information effectively. Join a team committed to fostering an inclusive and diverse environment where you can grow and contribute.

Formación

• Proven quality management experience, ideally with qualifications in Quality and Project Management.
• Ability to independently handle multiple priorities and tasks.
• Excellent written and oral communication skills, proficiency in English.

Responsabilidades

• Construct quality measurement practices for monitoring PSS performance.
• Drive root-cause analysis for quality matters as they arise.
• Facilitate live and virtual HR-related sessions to support initiatives.

Conocimientos

Quality management experience

Data literate

Strong interpersonal communication

Problem-solving skills

Ability to handle confidential information

Herramientas

ServiceNow

Workday

Descripción del empleo

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers.

People achieve extraordinary things given the right technology.

For decades, we've been doing just that.

Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world.

From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world's biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately?

You'll find Western Digital supporting the storage infrastructure behind many of these platforms.

And, that flash memory card that captures and preserves your most precious moments?

That's us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike.

Our data-centric solutions are comprised of the Western Digital®, G-Technology, SanDisk® and WD® brands.

Today's exceptional challenges require your unique skills.

It's You & Western Digital.

Together, we're the next BIG thing in data.

Job Description

As a member of the People Support Services (PSS) team, this role will own the provision of quality measurement, quality management and Voice of the Customer (VOC), on a global basis.

The People Support Services team partners closely with our Business Clients, HR Business Partners, and HR Centers of Expertise to ensure world class HR support is given to employees and managers within the organization.

This role will be based remotely, but ideally within the Mexico City area :

• Construct quality measurement practices, to monitor real-time team PSS performance
• Take ownership of PSS Quality data, both in terms of timely delivery but also concept design for dashboards, presentations and trends.
• Intersect qualitative and quantitative data sources to understand the true level of performance against desired service levels of the People Support Services team.
• Establish strict cadence and agendas on quality management within the team
• Drive root-cause analysis and change planning for People Support Service quality matters as they arise
• Be a trusted advisor to clients (internal and external to HR) for quality and performance feedback.
• Be familiar with core HRIS systems (ServiceNow and Workday)
• Work closely with HRBP’s and HR COEs on the PSS quality agenda on a global basis.
• Be a strong voice for change and act independently to drive quality issues through to resolution, regardless of issue origin.
• Supports emergent or urgent business needs as they arise
• Support team effectiveness within PSS
• Facilitate both live and virtual HR related sessions to support priority initiatives

Qualifications

Proven quality management experience, ideally with qualifications in both Quality and Project Management organizations (e.g., Agile, Six Sigma)

• Proven ability to establish strong and trusting relationships with colleagues at all levels in the organization to gain support and achieve results
• Deep root-cause analysis experience
• Extremely data-literate
• Ideally experience working technology or engineering companies.
• Able to identify and anticipate client needs and make recommendations for implementation
• Ability to recognize issues and bring forward solutions to enhance or improve the business and HR functions and processes
• Excellent organizational, time management, and problem-solving skills
• Ability to independently handle multiple priorities, tasks and assignments and work in individual and team environments
• Ability to handle sensitive and highly confidential information and situations
• Able to effectively facilitate both live and virtual sessions
• Excellent written, oral, and interpersonal communication skills - English speaking
• Effective negotiating and influencing skills
• Excellent customer service
• Strong employee relations skills

Additional Information

Western Digital thrives on the power and potential of diversity.

As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within.

We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us.

We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.