Quality Assurance SpecialistLocation: Washington, DC Job Summary Under the general supervision of the Division Chief/Deputy Division Chief/Senior Human Resources Officer (Quality Assurance) in HR Operations, the selected candidate is responsible for supporting the HR Service Center, in close collaboration with the Workday and ServiceNow HRSD support teams (HCM Cloud Support) and other partners across HRD. S/he works to ensure the delivery of effective HR services to the organization. Key activities include monitoring the performance of the center's operational activities, promoting efficiencies, leading improvements, managing and communicating operational changes, and escalating QA issues to the HR Operations divisional leadership team when necessary. Responsibilities and DutiesMonitors defined quality standards, service level agreements (SLAs), and metrics in service delivery, recommending changes when necessary, and collaborating with the HCM Cloud Support team, business owners and process actors to produce performance dashboards and reports.Promotes quality controls for HR Service Center processes and systems, liaising with HR stakeholders to determine and manage potential areas of risk.Collects and reports risk events identified in HR Operations, and ensures appropriate corrective actions are developed and tracked.Collects feedback from HR stakeholders (including customers) to gauge service satisfaction, drive process improvement, and recommend technology enhancements.Works closely with HCM Cloud Support team to understand systems configuration and to streamline workflows for efficiency gains.Works with HCM Cloud Support team on application enhancements by providing clear business requirements, performing User Acceptance Testing (UAT) and communicating changes to the HR Service Center and other Centers of Expertise (COEs).Monitors all upcoming HRD policy, process, technology changes, analyzes for potential impact to HR service delivery, and ensures preparedness and adequate communications to impacted groups (including customers).Liaises with COEs to facilitate proper knowledge transfer to the HR Service Center, preventing knowledge gaps and promoting effective, accurate issue resolution.Leads knowledge management practices that enable self-help capabilities among customers and support overall HR services and processes.Coordinates and delivers training to HR teams across tiers to standardize and maintain consistent work practices and procedures in HR service delivery.Performs other job-related duties as assigned.Qualifications The successful candidate should possess the following qualifications:Educational development typically acquired by the completion of an advanced university degree in Human Resources or related field. Alternatively, a university degree and six years of professional HR experience is required.Has experience and working knowledge of Quality Assurance practices, preferably in HR Service DeliveryHas experience in business process improvement and technology implementations.Has experience developing analytical and reporting standards and metrics.Working experience with ServiceNow is required.Familiarity with Workday would be a plus.Understands operational and service delivery frameworks, compliance controls, and risk management.Excellent customer service orientation, collaboration, and communication skills with experience producing clear formal written content for customers.Ability to work with staff at all levels and from other departments and to successfully engage and influence team members and stakeholders.