Job Description

About LowesLowes Companies, Inc. (NYSE: LOW) is a FORTUNE\xc2\xae 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowes operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Bengaluru, Lowes India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowes customers. Lowes India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowes India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.Job SummaryThe primary purpose of the Team Lead Quality is to support and lead a team of individuals focused on key areas of the Global HR Operation. The areas the team supports are tasked with delivering data analysis, insights, and quality assurance outputs to promote a simple and seamless customer experience. This includes responsibility for providing timely, accurate, and actionable information about overall operations, recommending changes or improvements to processes and standards, and measuring adherence to business standards and the impacts on customer experience.Responsibilities

• Manage responsibilities of quality team to support the Operations teams and quality program overall.
• Conduct call monitoring and data integrity reviews to ensure that production and quality expectations are being met
• Provide timely feedback and coaching to ensure performance metrics are being met or exceeded.
• Support production of ad hoc reporting and analysis as requested by Operations
• Identify and analyze program performance and process opportunity trends
• Provide recommendations for program and process improvements based on trend analysis
• Compiling data into presentations and presenting to leadership teams
• Complete ad hoc projects as assigned by Manager
• Lead and support the subject matter experts for operational data, quality analytics, and knowledge management
• Collaborating cross-functionally and globally to solve business problems
• Identify and recommend training content or training plan improvement ideas based on quality data insights
• Mentor and coach the team overall

Education & Qualifications

• Bachelors degree, candidates with Human Resources, Business, Management, Organization Development, or related fields will be preferred

Years of Experience :Minimum of 4 years or more years functional experience required (e.g., HR call center/service center, HR functional area); preferably for a large multi-state company as an HR shared services supervisor or COE specialistMust Skill Requirement:Experience leading and mentoring a team and helping to foster/create a great place to work

• Experience delivering and improving HR processes to maximize efficiency & deliver quality services
• Experience with an ERP system preferred (Workday preferred). Experience with Microsoft tools and applications required.
• Strong communication and interpersonal skills to build effective relationships with Tier2/Tier3 & Functional COEs, strong collaboration with US peer group.
• Customer service centric mind set, placing the user at the heart of the solution.
• Well-versed with Service Level Agreements & quality calibrations
• Able to multi-task and respond quickly and effectively to the challenges faced
• US process knowledge is an added advantage.

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

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