Global People Support - Quality Analyst

Who we are About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyones reach while doing the most important work of your career.

The Stripe Delivery Center (SDC) strategy will provide operational leverage and expand Stripe s portfolio of operational capabilities to support the scaled needs for external users and internal Stripe teams. Stripe s People Places Operations team will sit within the SDC and is a highly collaborative, cross-functional team that drives key support for the People and Places function. We work with many different teams at Stripe. We are nimble and flexible individuals that can wear many different hats. We don t mind working through ambiguity and love adding organization to chaos. We believe that success is not defined by any one individual, but rather by the collective work of the entire team.

Quality

• Conduct quality audits on cases processed by the People Ops team
  
• Oversee and refine Quality evaluation plans in accordance with applicable policies and procedures for People Ops team at Stripe
  
• Be responsible for drafting and circulating detailed monthly QA reports outlining the QA scores and trends observed, clearly articulating any issues noted and remedial actions to be taken
  
• Work cross-functionally with Managers internal stakeholders to formulate remediation action items and ensure timely compliance with the associated action plans
  
• Draft regular reports for management, highlighting the trends and recommendations for mitigations
  
• Maintain clear and organized documentation in relation to how quality assurance is structured, including sampling logic and coverage of the QA oversight
  

Stakeholder Management

• Be a bridge between the stakeholders and the team to identify process gaps and fix them on a regular basis
  
• Set up weekly/Monthly calls with all the stakeholders and Managers to share content, training and quality updates.
  
• Share a detailed report with stakeholders and leadership on team performance in terms of training, content and quality management. Highlight any risks and develop mitigation plans to streamline the process
  

Were looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply.

• Education -- Grad/Post Grad in human resources or a related discipline
  
• 3+ years of experience in conducting quality audits/maintaining process hygiene
  
• Training Quality metrics development experience
  
• Ability to manage multiple projects simultaneously with minimal supervision
  
• Excellent leadership skills, data analytical presentation skills, Written Communication skills
  
• Understanding of overall HR lifecycle - Core HR, Recruitment, Benefits, Talent Mobility, Equity, Compensation, Exits etc