Gbs - Employee Experience Specialist

3 weeks ago

Kuala Lumpur, Malaysia Kerry Full time

**About Kerry**:

- Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

**About the role**:
EXS Support Specialist is responsible for overseeing the quality assurance standards for the whole EXS, Including EXS measures, KPI, performance and metrics trending analysis, evaluation of our service from internal data to reveal what might be affecting our service, while providing feedback to Workstream Leads, CE Leads and agents to provide recommendations for improvement on a regular basis.

**Key responsibilities**:

- Influence company strategy to achieve goals
- Propose solutions based on conducted analysis and uncovered insights
- Compliance gap detection
- Develop a quality assurance program to include agent performance standards and workflow
- Develop strategy for reporting, SLA, Payroll Accuracy, NPS and others emerging performance scorecard for EXS.
- Deliver HR trends, performance metrics, SLA, scorecard, and analysis
- Implement, interpret, and maintain quality assurance standards within EXS.
- Works to ensure suppliers are delivering accurate data and quality reporting
- Identify areas of improvement for internal operations and supplier processing based on routine data received internally and externally
- Facilitates decision making and prioritization based on data inside
- Build ad hoc reports to easily visualize progress or gaps

**Qualifications and skills**:

- Minimum 2+ years of proven Quality Assurance experience
- Minimum 1+ years of proven metric trending reporting
- Minimum 1+ years using sophisticated data management software and tools (SQL, Advanced Microsoft Excel, Power Bi, Visual Basics, CRM systems, SuccessFactor.
- Bachelor's Degree in Quality, Data and Analytics, Communications, Computers/ Management Information
- Proficient on creating dynamics Dashboards and Reports at different levels of details using the Kerry too
- Excellent communication skills, both verbal and written, in English
- Detail oriented, thorough with documentation/communication
- Ability to quickly adapt to changes in timelines and sequences, deal with ambiguity, and succeed in a high-pressure environment
- Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment
- A drive to learn and master new technologies and techniques

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