Senior Consultant II, Quality HRSD

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Quality Consultant supports the ongoing development and improvement of HR Service Delivery by assessing the quality of employee interactions and case handling across multiple channels. This role is responsible for evaluating interactions, identifying trends, and providing actionable feedback that enhances performance, service consistency, and the employee experience. The ideal candidate brings strong analytical capabilities, a collaborative mindset, and a passion for high-quality service.

Job Description

Core Responsibilities

• Complete quality evaluations of interactions using defined scoring criteria within the Zendesk QA platform.

• Assess both compliance and behavioral elements of service delivery, ensuring adherence to documented processes and exceptional employee support.

• Deliver timely, constructive feedback to leaders and partner with them to support coaching conversations and development planning.

• Identify trends in quality performance and customer satisfaction data (CSAT); contribute insights to inform training, process updates, or knowledge enhancements.

• Collaborate with HRSD team members to support QA calibration sessions, review scoring consistency, and maintain a fair, transparent evaluation process.

• Contribute to the evolution of QA tools, workflows, and documentation standards as new services or process changes are introduced.

• Support readiness efforts related to new tool implementations, process updates, or organizational transitions that impact HR Service Delivery.

• Represents the team as a primary technical point of contact for human capital management system and other human resources information systems platforms. Serves as a subject matter expert to answer questions/concerns about platform capabilities, integrations and changes.
• Drives troubleshooting activities for the team, partnering with leaders, internal and external stakeholders to resolve issues and innovate improvements to functionality/processes while providing technology, process and policy updates across Service Delivery teams.
• Has a continued focus on employee and customer experience by assessing areas for process improvement and collaboration with internal and external teams.
• Leads projects, programs and initiatives; partnering with cross-functional teams to meet leadership expectations, align organizational goals and deliver products on time.
• Serves as the Human Resources Service Delivery liaison with technology teams to perform configuration, testing & implementation as well as issues/defects resolution across a variety of platforms.
• Partners with Tier 3 team on content and execution of Human Resources Service Delivery training and onboarding, conducting auditing and quality assurance tasks.
• Monitors, executes, and ensures quality of program deliverables. Proactively identifies and analyzes risks and provide recommendations to resolve issues. Stakeholders with senior leaders to manage proposed changes to program parameters.
• Collaborates effectively with others in order to execute tasks and fulfill key deliverables. Creates and fosters relationships with cross functional business partners to expand, enhance, or modify services to support departmental growth and efficiency.
• Communicates at all levels of the organization. Provide timely updates on program milestones, accomplishments, and challenges.
• Answers questions and recommends corrective resolutions to address employee and/or customer issues, complaints and inquiries.
• Works collaboratively with others, establishing credibility/rapport with management, colleagues, employees, and business partners. Demonstrates organizational awareness and uses influence effectively to promote positive change.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); Strategic Objectives; Collaboration; Quality Performance; Customer Satisfaction; Communication; Quality Management

Salary:

National Pay Range: $59,387.09 USD-$139,188.48 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years