Quality Analyst Recruitment RPO

Job Title: Quality Analyst US RPO Recruitment

Location: Bench Tower, BGG, Taguig City

Department: Human Resources Operations

Reports To: HR Shared Services Manager

Position Type: Full Time – Full Onsite

Job Overview:

We are looking for a detail-oriented US RPO Recruitment Quality Analyst to join our team. This role will be responsible for assessing and ensuring the quality of Recruitment interactions, ensuring that the Recruitment team provides exceptional customer service and adheres to best practices, policies, and service standards. The ideal candidate will have strong analytical skills, a keen eye for detail, and experience in quality assurance within a recruitment or customer service environment.

Key Responsibilities:

•Quality Monitoring: Review and assess Recruiter interactions (calls, emails, chats, etc.) to ensure adherence to service standards, and customer service best practice.

•Performance Metrics: Develop and maintain quality assurance criteria and metrics to evaluate team performance. Provide regular feedback to team members and management on areas of improvement.

•Reporting & Analytics: Prepare and analyze performance reports on Recruitment interactions, highlighting trends, issues, and opportunities for improvement. Present findings to HR leadership and suggest actionable solutions.

•Training & Coaching Support: Collaborate with the Recruitment Trainer to identify knowledge gaps or performance issues and contribute to the development of targeted training programs for team members.

•Root Cause Analysis: Investigate and identify the root causes of service failures or inefficiencies, working with the team to develop corrective actions or process improvements.

•Process Improvement: Continuously assess and recommend improvements to recruitment workflows, systems, and processes to enhance efficiency, effectiveness, and customer satisfaction.

•Standard Operating Procedures (SOPs): Ensure that recruitment interactions align with current recruitment policies and best practices. Help create and update SOPs as needed.

•Compliance: Ensure that recruitment processes and interactions comply with applicable legal, regulatory, and organizational requirements, including data protection and confidentiality standards.

•Customer Feedback: Collect and analyze customer feedback to identify areas where the service can be improved and ensure that the team consistently meets or exceeds customer expectations.

Required Qualifications:

•Bachelor's degree in human resources, Business Administration, or a related field. 2+ years of experience in quality analysis, customer service, or Recruitment.

•Strong knowledge of recruitment processes and policies, particularly in relation to US RPO Recruitment operations.

•Experience in evaluating performance metrics and developing quality assurance processes.

•Ability to analyze data and present findings in a clear, actionable format. Excellent attention to detail and critical thinking skills.

•Strong communication and interpersonal skills, with the ability to provide constructive feedback and support team development.

Preferred Qualifications:

•Experience in an US Recruitment environment. Quality assurance certification or training (e.g., Six Sigma, ISO 9001, or similar).

•Experience with Learning Management Systems (LMS) or performance management tools.

•HR certification (e.g., SHRMCP, PHR) is a plus, but not required

Key Competencies:

•Analytical Thinking: Ability to assess data, trends, and performance to drive actionable insights.

•Attention to Detail: A meticulous approach to monitoring recruitment interactions and ensuring quality standards.

•Problem Solving: Ability to identify issues and create effective solutions that drive process improvement and operational efficiency.

•Collaboration: Ability to work closely with recruitment teams, trainers, and leadership to improve overall service delivery.

•Customer Centric: Understanding the importance of customer satisfaction and a commitment to continuous improvement in service delivery.