T&C Training and Quality Analyst II

The Talent & Capability Training and Quality Analyst II is responsible for leading and supporting process improvement initiatives in partnership with key stakeholders, the T&C Analyst II, and the broader T&C team. The role focuses on simplifying processes, reducing manual effort and handling time across program management and myHR case activities, and delivering measurable efficiencies through automation, Power BI, approved artificial intelligence tools—including Codex—and continuous improvement methodologies. The role also supports quality reviews, DSAT analysis, knowledge sharing, and team training. However, process improvement, technology enablement, and team capability building remain its primary focus.

Accountabilities:

Process Improvement and Project Support

• Continuously review existing processes and identify practical improvement opportunities using automation, Power BI, approved AI tools, Codex, and continuous improvement methodologies.
• Develop and recommend solutions that reduce manual effort, improve handling time, strengthen process quality, and deliver measurable time or cost savings.
• Leverage training, quality, case, DSAT, Innovation Hub, and operational performance data to identify recurring trends, root causes, improvement opportunities, and areas where process changes, automation, training updates, or knowledge enhancements can improve service outcomes.
• Partner with the T&C Analyst II and key stakeholders throughout the project lifecycle, including planning, implementation, testing, launch, handover, and post-launch stabilization support or hypercare.
• Maintain project timelines, action trackers, and GPTRAC records, ensuring milestones, due dates, risks, and dependencies are accurately documented and regularly updated.
• Coordinate project meetings, follow up on agreed actions, escalate potential delays promptly, and maintain project momentum by working with available project members.
• Prepare concise project updates and presentations covering overall status, completed activities, risks or challenges, next steps, and support required from other teams.
• Support the preparation of project storyboards and business cases, including the calculation and documentation of time savings, cost efficiencies, and other measurable benefits.
• Encourage T&C Analysts I to identify and submit process improvement opportunities through the HR Operations Innovation Hub and GPTRAC.
• Monitor improvement submissions, manage initiatives in
  accordance to Process Innovation Team Ways of Working, provide regular status
  updates, and ensure all required supporting documentation is maintained
  throughout the project lifecycle.

Quality, Training, and Knowledge Support

• Review myHR cases that receive requester dissatisfaction (DSAT) ratings each month to identify recurring issues, root causes, and opportunities for process or training improvements.
• Conduct peer reviews of process documents prepared by analysts to ensure that procedures, instructions, and supporting details are accurate, clear, and complete.
• Communicate process changes, project updates, and other important information to the team clearly and promptly.
• Deliver onboarding training for new hires and provide process-specific training or refresher sessions when required.
• Share practical knowledge and guidance with the T&C Analyst II and the broader team on automation, Power BI, approved AI tools, Codex, and continuous improvement methodologies.
• Support the development of the team’s capability to identify, assess, and implement sustainable process improvements.

Stakeholder Management and Collaboration

• Facilitate project progress meetings with key stakeholders every two weeks and provide clear updates on accomplishments, risks, dependencies, and next steps.
• Participate in biweekly M&L meetings and the weekly REPH T&C team huddle.
• Maintain working hours aligned with the T&C team to provide timely support for process-related questions and operational concerns.
• Keep the T&C Calendar updated to provide visibility of planned time off and work schedules.

Qualifications:

• Bachelor's Degree holder

• Practical experience in process improvement, project coordination, training, quality assurance, HR operations, or a related role.

• Working knowledge of automation, Power BI, approved AI tools, Codex, and foundational continuous improvement methodologies.
• Ability to review processes and data, identify root causes, and recommend practical and sustainable solutions.
• Ability to prepare clear presentations, process documents, project storyboards, and status reports.
• Ability to assess and communicate measurable project benefits, including time savings, cost efficiencies, quality improvements, and reduced manual effort.
• Strong planning, organization, stakeholder coordination, and follow-up skills.
• Clear written and verbal communication skills, with the ability to explain processes and technical concepts in a practical and understandable manner.
• Proactive, detail-oriented, and comfortable managing multiple priorities and collaborating with stakeholders across different teams.
• Commitment to continuous learning, innovation, service quality, and team capability development.
• Strong stakeholder management skills with the ability to influence without direct authority.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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