Employee Service Center Training & Quality Leader

Solve IT Strategies, Inc.; Chicago (IL); On-site; USD 65,000 - 95,000; Full time

Job summary

Solve IT Strategies, Inc. seeks a Training and Quality Program Specialist within the Employee Service Center to develop and execute quality and training initiatives across HR services.

You will monitor ESC operations and deliver coaching, guidelines, and criteria to ensure accurate, timely, and courteous service. In collaboration with Center of Expertise leaders, you will design ongoing training, support open enrollment and performance reviews, analyze data, and drive continuous improvement

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related field.
• Four (4) years of experience in a fast-paced, customer-focused shared services employee service center or HR operations environment.
• Strong analytical and problem-solving skills.
• Proficient knowledge of Workday HCM and HRIS systems.
• Excellent communication and interpersonal skills.

Responsibilities

• Assist in development, implementation, and management of training programs that support high-quality customer service and operational excellence across the Employee Service Center.
• Own and delivers new hire training for all ESC team members, ensuring employees are effectively onboarded and prepared to perform their roles successfully.
• Designs and executes ongoing, year-round training programs, including support for annual HR initiatives (e.g., open enrollment, performance review cycles), new processes, and organizational changes.
• Partners with ESC leadership to identify and support development opportunities for underperforming staff, delivering targeted training and coaching to improve individual and team performance.
• Leverages quality performance data, customer feedback, and operational metrics to identify trends, gaps, and opportunities, and translates insights into targeted training and development initiatives.
• Identifies and documents training needs and performance trends for leadership review.
• Reports on training effectiveness, participation, and outcomes to ESC leadership on a recurring basis.
• Utilizes insights from quality data and operational reporting to ensure continuous improvement in training content, delivery, and overall service performance.
• Identifies the department's training and development needs in partnership with ESC leaders to develop comprehensive training plans and identify future learning goals and objectives.
• Leads continuous improvement projects and initiatives across the ESC, with a focus on training, knowledge transfer, and capability building.
• Develops and delivers training, coaching, guidelines, and job aids to support Service Center teams in meeting SLAs and delivering accurate, timely, and courteous customer service.
• Maintains a working knowledge of applicable federal, state, and local laws/regulations, the organization's Code of Conduct, and other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Assists in recruiting, interviewing, onboarding, training, coaching, and mentoring ESC agents.
• Builds and maintains productive working relationships across interdepartmental boundaries.
• Works with and protects sensitive HR data in alignment with established service center processes and standards.
• Promotes a healthy work environment by role modeling positive team dynamics and actively participating in team events.
• Performs any other related duties as required or assigned.

Skills

Analytical skills

Communication skills

Training design

Quality improvement

Education

Bachelor's degree in HR or related field

Tools

Workday HCM

Tableau

ServiceNow

Excel

HRIS

Job description

Solve IT Strategies, Inc. seeks a Training and Quality Program Specialist within the Employee Service Center to develop and execute quality and training initiatives across HR services.

You will monitor ESC operations and deliver coaching, guidelines, and criteria to ensure accurate, timely, and courteous service. In collaboration with Center of Expertise leaders, you will design ongoing training, support open enrollment and performance reviews, analyze data, and drive continuous improvement