Position Summary
The Operational Quality & Performance Specialist is a proactive, action-oriented role responsible for improving day-to-day operational health in ServiceNow through case quality monitoring, performance follow-up, queue hygiene, and targeted outreach. This role uses operational data (in partnership with the Strategic Operations Specialist) to identify risks such as stale/aging work, SLA misses, misrouting, weak documentation, and repeat defects, then engages HRSC agents and assignment groups to drive corrective action and sustained improvement.
This position is foundational to establishing a durable QA/performance function that reduces rework, strengthens consistency, and supports audit readiness across HRSC operations.
Key Responsibilities
Operational Quality Monitoring (Primary)
- Actively monitor operational health indicators (e.g., stale/aging cases, backlog risk, SLA performance, routing defects, reopen trends) and translate findings into daily/weekly actions.
- Proactively reach out to HRSC agents and assignment groups to address performance risks, unblock stuck work, and reinforce expected standards.
- Establish and execute a consistent “queue hygiene” practice: identify cases needing updates, correct routing, next-step clarity, and timely movement.
Case Quality Standards, Defect Detection & Rework Reduction
- Define and operationalize case quality checks (documentation quality, appropriate comments, clear titles, correct subject fields, proper handoffs) and identify recurring defect patterns.
- Reinforce best practices that protect audit trails and handoff clarity (e.g., using comments/work notes appropriately and consistently).
- Partner with Knowledge & Insights Specialist(s) to feed defects into coaching, communications, job aids, and workflow changes that reduce repeat issues.
Cross-Functional Rounding & Continuous Improvement Support
- Support and help run operational “rounding” sessions with assignment groups (agenda support, issue tracking, follow-ups), focusing on process gaps, routing issues, and backlog drivers.
- Identify system/process gaps and recommend improvements, ensuring insights become implemented operational changes (not just reporting).
- Maintain an improvement log/backlog and track closure on actions, owners, and due dates to ensure sustained follow-through.
Partnership with Strategic Operations Specialist (Data-to-Action Loop)
- Work closely with the Strategic Operations Specialist, leveraging dashboards/reports to prioritize outreach and target the highest-impact operational risks.
- Validate whether changes are “sticking” in operations through re-checks, spot audits, and trend monitoring.
Qualifications
Required
- Prior experience in quality assurance, audit, operational performance management, queue management, or high-volume service operations where precision and follow-through are critical.
- Strong ability to interpret operational signals and translate them into clear actions, follow-ups, and risk escalations.
- Excellent attention to detail, especially with documentation standards, audit trails, and consistency checks.
- Confident communicator who can provide professional, constructive feedback to peers and stakeholders without direct authority.
Preferred
- Experience with ServiceNow case management, dashboards/operational reporting, or shared services HR operations.
- Familiarity with SLA concepts, backlog management routines, and operational governance cadences.
Core Competencies
- High diligence + persistence (“closes loops,” does not let issues linger)
- Operational judgment + bias for action (moves work forward, reduces noise/rework)
- Strong documentation discipline (protects quality and audit readiness)
- Collaborative influence (improves behavior through coaching and clear standards)
Success Measures (Examples)
- Reduction in stale/aging backlog; improved SLA attainment.
- Fewer routing defects and fewer repeat issues (reopen trends/defect recurrence).
- Improved case documentation quality and handoff clarity across teams.
Never miss an opportunity! Create an alert based on the job you applied for.
