Job Description

ABM (NYSEABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300 offices deployed throughout the United States and various international locations. ABMs comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title:QUALITY AND TRAINING SPECIALIST

Education:High School or GED

Career Level:Experienced (Non-Manager)

Category:Human Resources

Job Type/ FLSA Status:Salaried Exempt

Travel Required:None

Shift Type:N/A

Job DescriptionPosition Summary

The Quality & Training Specialist will play a critical role in supporting the migration and enhancement of HR Shared Services processes, knowledge management, and quality assurance programs focused on a positive team member experience. This individual will drive quality of service through documented processes, as well as coaching and support sessions with tailored feedback to align with ABMs core values and strategic objectives. The ideal candidate is innovative and motivated by working in a fast-paced, rapidly changing, results-oriented work environment.

Essential Duties
*Support current HRSS transformation projects through design and implementation by focusing on documenting procedures and identifying key performance indicators (KPIs)
*Foster strong partnerships with various HR and cross-functional teams to support the transition and enhancement of processes supported by the HRSS team
*Facilitate meetings with stakeholders to gather and analyze information about HR-related processes and create process flows, procedures, and templates
*Ensure that new and enhanced HRSS responsibilities are fully supported with the appropriate process, tools, metrics, and change management
*Lead ongoing efforts related to HRSS process improvements, including monitoring trends, identifying areas for improvement, recommending solutions, and working with management to implement enhancements
*Collaborate with leadership to develop and update call and case quality monitoring forms, and communicate changes to set expectations with HRSS team members
*Advocate for the team member experience by auditing contacts, examining gaps, proposing solutions, and providing actionable, specific feedback to HRSS team members
*Facilitate quality calibration sessions with management and implement enhancements for consistent and fair evaluations
*Research issues, processes, and procedures from different angles and various sources to develop a thorough understanding and identify the root cause
*Lead new HRSS team member training sessions to introduce the ABM HRSS team member experience, set expectations, and review the quality program
*Support escalations, ad hoc investigations, and coaching for issues as needed
*Ensure compliance with HIPPA, privacy, and other legal and regulatory requirements
*Alert management to issues, behaviors, or safety concerns in need of immediate review
*Maintain established performance goals and metrics, and work to ensure the HRSS team meets performance targets and complies with service level agreements
*Preserve confidentiality of team member information and files
*Perform other related duties as assigned

Minimum Requirements:
*Bachelors degree in Communications, Learning & Development, Human Resources, or similar preferred
*3 years experience supporting call center quality assurance programs required
*Bilingual (Spanish) preferred
*Technical aptitude and hands-on experience with knowledge content and case management tools (preferably ServiceNow)
*Experience analyzing processes and making recommendations for process improvement
*Strong understanding of quality measurement and quality enhancement methods
*Excellent communication, presentation and interpersonal skills with the ability to network and establish relationships across the organization
*Ability to multi-task, prioritize, and excel in a fast-paced, deadline-driven environment
*Exceptional listening, spelling, and grammar skills
*Team player who is highly organized, analytical, and uses sound judgment and logic to solve problems
*Passion for process, reporting, metrics, customer service, and quality
*Excellent consultative skills and ability to communicate effectively across varied stakeholder audiences
*Thinks strategically and identifies innovative solutions when faced with processing problems or service inefficiencies
*Ability to work independently and with minimal direct supervision

Location:Sugar Land, TX 77478 US (Primary)

ABM is an EOE (M/F/Vet/Disability/Gender Identity/Sexual Orientation)

California Consumers Notice http://www.abm.com/californiaprivacy