Please note: This is not a Remote role and will require the incumbent to be based in Taguig, Philippines and work a hybrid setup. This is an Individual Contributor role.
The Consultant of QA Governance is responsible for identifying and implementing improvements for the Employee Experience Hub, globally. The successful candidate will play a crucial role in analyzing operational data, streamlining processes, and leading global initiatives to enhance overall recruitment efficiency and effectiveness. This role ensures a high standard of quality assurance and governance by maintaining a focus on continuous improvement and best practices.
The Consultant works closely with Recruitment Operations, HR Compliance and Employee Care to evaluate and interpret key metrics, driving proactive solutions for periods of increased workload and ensuring the timely delivery of enhanced procedures that meet or exceed expectations.
Additionally, they will establish routines for communicating action plans and identified opportunities to relevant stakeholders, thereby fostering an environment of transparency and collaboration.
This role represents the QA Governance team by leading global projects, simplifying procedures, and enhancing the customer experience. The Consultant of QA Governance will also maintain strong engagement levels among team members, fostering a culture of innovation, operational excellence, and continuous improvement aligned with the Company Growth Strategy.
What You’ll Do for Us
Identify improvement areas in the current processes for NA and LATAM Recruitment Operations, based on the feedback received via escalations, checkpoints and process enhancements sessions.
Simplify the team procedures and resolutions to our clients, to provide the best customer experience in a timely manner.
In coordination with the Process Lead, analyze data and metrics available for North and Latin America population, case and call volume, and trends to identify opportunity areas.
Bring proactive solutions to the team for seasonal periods where the workload increases.
Deliver results that meet or exceed expectations on the enhancements proposed.
Set the required routines to communicate the identified improvement areas and the action plan to take.
Lead Global Projects and initiatives based on specific findings.
Technical Skills
Excellent writing and verbal communication skills.
Leadership and organizational skills and ability to plan and coordinate action plans.
Constant research on external best practices to bring new ideas to the team.
Experience in identifying improvement areas and bringing short- and long-term solutions.
Ability to develop networking and collaborate with another team members, departments, and stakeholders.
Capable of leading internal projects based on the enhancements proposed to leadership.
Skilled to simplify, enhance, align, and eliminate procedures.
Qualifications & Requirements
Bachelor’s degree required. Ideally in Human Resources or Project management.
Minimum of 4–6 years of experience in project coordination or project management - HR background is a plus but not required.
Strong communication skills with the ability to engage confidently across cultures and levels of the organization.
A mindset for continuous improvement and a passion for making processes simpler, faster, and better.
Proficiency in Microsoft Excel and PowerPoint — knows how to structure insights and tell a compelling story with data.
Strong analytical and critical thinking skills; comfortable working with ambiguity and turning insights into action.
Nice to Have
Experience using tools like Workday, project management platforms (e.g., Asana, Smartsheet, Jira), or Lean Six Sigma exposure.
Familiarity with Agile methodology and experience working in a global, matrixed organization.
What can help you be successful in the role?
Growth Behavior:
Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
Smart Risk: Makes bold decisions/recommendations.
Externally Focused: Understands the upstream and downstream implications of his/her work.
Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.
Leadership Behavior
Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
Collaborate with the System, Customers and Key Stakeholders
Develops Self and Others: Develop self and support others' development to achieve their full potential.
Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business.
What We Can Do For You
Career growth and development: Leveraging our boundaryless network, we provide access to educational platforms and provide coaching, mentoring and feedback, as a part of our Leadership & Development process.
Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. We want to make our culture inevitable.
International Experience: Become part of international projects and work along multicultural teams, through our global network.
Annual Incentive Reference Value Percentage:8.33
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.
