Quality Control Associate

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

• 2 years of experience in a fast-paced virtual customer service role, specifically handling challenging customer service interactions with a track record of successful resolutions
• 2 years Career Transition Consulting or Recruiting experience is a significant bonus
• Proficiency with Excel and MicroStrategy or another reporting system or database
• ability to analyze trend data, spot issues and communicate to delivery leaders
• Strong communication and relationship skills
• ability to communicate with all professional levels, including executives, to resolve their service quality feedback
• Experienced customer service professional with a professional image and attitude
• Customer service oriented, sensitive to and enjoys helping people
• able to maintain calm, respond and act when interacting with upset customers
• Detail oriented, understands the value of documentation and process
• Resourceful, methodical and ability to troubleshoot challenges quickly and independently
• Curious mindset, driven to understand data results
• Handles deadlines, commitments, and high pressure with grace, and remains motivated in fast-paced environments

Fluency in French

• Growth opportunities within a human resources global leader
• Comprehensive medical, dental, vision, wellness plans, and Life/AD&D insurance
• Unique opportunity to work from the comfort of your own home while providing post-service support to Career Transition service participants from a variety of backgrounds and industries