Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

The Boeing Company is currently looking for a Human Resources Care Center (HRCC) Learning Quality Assurance Analyst to join their team in Mesa, Az.

The HRCC Learning and Quality Assurance (QA) Specialist has day-to-day responsibility for the training of the HRCC operations staff and facilitation of the Quality Assurance program to include monitoring and scoring of monthly transactions. This will include development and training of learning content and reviewing the recorded/saved transactions and completing the related scorecard.

Additionally, the QA Specialist will work with the Learning and Development QA lead to govern the overall Customer Satisfaction Survey process. This includes the review and assignment of negative customer satisfaction survey results received, as well as governing HRCC follow-up, response and completion of negative survey results.

The QA Specialist will play a significant role in assisting with the identification of trends that are affecting customer satisfaction and will work closely with the Learning and Development QA lead to develop and implement both internal and external improvement methods. This position requires tact, sensitivity, and professionalism.

Position Responsibilities:

• Review and score six (6) transactions per HRCC Agent per month

• Complete QA scorecard for each transaction reviewed

• Provide feedback/coaching notes for all scores where a less than “Fully Observed” is marked

• Incorporate positive feedback where HRCC Agent has gone above and beyond

• Assist in identifying and sharing Best Practices observed through QA monitoring with the HRCC Leadership Team

• Participate in collaborating on process improvement measures that can be incorporated into existing operational processes

• Identify and discuss potential system enhancements that would assist in increasing operational performance and productivity

• Create and assign Customer Satisfaction Service Requests for the HRCC Agent to the HRCC Operations Manager

• Track completion of related customer satisfaction transactions to ensure timely follow-up, response and completion

• Identify trends that are affecting overall customer satisfaction

This position has been identified as a virtual opportunity and does not require applicants to live in Mesa, AZ.

The position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes US Citizen, lawful permanent resident, refugee, or asylee.

Basic Qualifications (Required Skills/Experience):

• 5+ years of experience in a customer service role

• 5+ years of experience with Microsoft office suite

• 3+ years of experience working with data analytics

• 1+ years of experience leading teams in a formal and/or informal role

• 5+ years of experience working in Human Resources

• 3+ years of experience with customer support teams and call center/support center technologies

Preferred Qualifications (Desired Skills/Experience):

• Program management skills combined with a curiosity to learn from others

• Experience solving problems and comfortable with ambiguous issues

• Experience in change management, employee experience and/or user centered design

• User Centered Design experience

• Employee benefit and/or compensation experience

Typical Education & Experience:
Typically 10 or more years' related work experience or relevant military experience.  Advanced degree (e.g. Bachelor, Master, etc.) preferred, but not required.

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies. 

Shift Work:

This position is for 1st shift.

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Please note that the salary information shown below is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

Summary pay range: $74,970 – $139,230

Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.