Quality Control Associate

Lee Hecht Harrison; Orlando, Jacksonville (FL, FL); Remote; USD 60,000 - 80,000; Part time

Job summary

An established industry player is seeking a Quality Assurance Associate to enhance service delivery for Career Transition participants. This part-time, remote role demands a customer-oriented professional adept at managing feedback and resolving issues. You will thrive in a fast-paced environment, utilizing your strong communication skills and data analysis capabilities to ensure high-quality service. The position offers competitive hourly rates and growth opportunities within a global HR leader, making it an exciting chance to contribute to impactful career transitions.

Benefits

Comprehensive health benefits

Paid Training

Growth opportunities

Work from home

Open-minded environment

Qualifications

• 2 years of experience in a fast-paced virtual customer service role.
• Detail-oriented with a focus on documentation and process.

Responsibilities

• Manage Career Transition service evaluations and assess feedback.
• Document outreach and manage interventions with consultants.

Skills

Customer Service

Data Analysis

Communication Skills

Excel Proficiency

Problem Solving

Tools

MicroStrategy

Job description

Description

Position at LHH (Global)

Quality Assurance Associate - North America

The primary responsibility of the Quality Control Associate is to provide service support to Career Transition service participants and support service delivery quality assurance efforts. They will assess and qualify participant feedback, reply to feedback by contacting participants via phone, email, SMS, and virtual meeting, and resolve their feedback following remediation guidelines and procedures.

The incumbent of this role should enjoy challenging customer service interactions and thrive in fast-paced, volume-driven work environments.

This is a part-time, variable hourly position.

Reporting Relationships:

• Quality Control Manager
• Director, Candidate Experience (indirect)

Direct Reports:

• None

Location:

• Remote USA

Travel:

• None

Languages:

• Fluent in English
• Fluency in Spanish and French is strongly preferred

Key Accountabilities:

• Manage all Career Transition service evaluations assigned to them.
• Assess evaluation detail, analyze referral activities.
• Outreach to candidates and expertly deescalate issues they communicate.
• Document outreach in internal systems, following proper procedures.
• Manage interventions with the assigned Delivery Consultant and Lead Consultant as appropriate, ensuring a supportive experience for the Candidate.
• Manage the reopening of the Career Transition program as needed, and assign to new Consultants as appropriate.
• Ensure all negative feedback is addressed and resolved with candidates and within internal systems.
• Strive for and maintain a remediation rate of 20%.
• Manage a light caseload of candidates to stay current on the career transition experience and enhance quality control.
• Review consultant activity and candidate utilization to ensure service standards are met.

All About You:

• 2 years of experience in a fast-paced virtual customer service role, handling challenging interactions with successful resolutions.
• 2 years of Career Transition Consulting or Recruiting experience is a bonus.
• Proficiency with Excel and reporting systems like MicroStrategy; ability to analyze data trends and communicate findings.
• Strong communication and relationship skills, capable of engaging all professional levels.
• Professional image and attitude in customer service.
• Customer-oriented, sensitive, and able to maintain composure with upset customers.
• Detail-oriented with a focus on documentation and process.
• Resourceful, methodical, and quick troubleshooting skills.
• Curious mindset, driven to understand data results.
• Ability to handle deadlines, commitments, and high-pressure situations gracefully.

What We Offer:

• Growth opportunities within a global HR leader.
• Focus on learning to stay agile in a competitive environment.
• Open-minded environment fostering new ideas and alternatives.
• Comprehensive benefits including health, vision, and dental.
• Work from home supporting Career Transition participants from diverse backgrounds.
• Paid Training at $25/hour.
• $35/hour for Quality Control support.
• $37.50/hour for Consulting.

Placement within this range depends on location, experience, and other factors.

About LHH:

The world of work is ever-changing. Organizations need to adapt to maintain their competitive edge through talent management. LHH helps individuals, teams, and organizations prepare for the future with integrated solutions including Advisory, Recruitment, Career Transition, and Learning & Talent Development. We aim to make a positive impact on careers at every key moment.

As part of the Adecco Group, LHH has 8,000 colleagues serving 15,000 organizations across 60 countries, helping nearly 5 million candidates annually. Our local expertise, global reach, and industry-leading technology enable us to manage complex workforce initiatives. Most Fortune Global 500 companies choose to work with us.

This is LHH.

Ready for Next.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled. For more on our Diversity and Inclusion policy, visit: https://www.lhh.com/us/en/diversity-and-inclusion