Quality Analyst

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions - all in one place.


Position Summary/Objective
The Quality Analyst is responsible for analyzing quality data, identifying trends, supporting quality improvement initiatives, and ensuring that processes meet established quality standards. This role focuses on data-driven quality assessment, root cause analysis and collaborating with cross-functional teams to optimize process and performance quality.
Essential Functions/Duties/Responsibilities

• Plan and schedule SOP adherence audits of cases and calls using defined, standardized and balanced evaluation points and scorecards
• Review documentation, observe processes and interview personnel as needed to support audits
• Test internal controls and assess their design and operating effectiveness
• Document findings in detailed audit reports and work with business leaders to develop corrective action plans as needed.
• Identify trends, patterns, and anomalies in quality data
• Create quality metrics, dashboards and reports for internal and external stakeholders
• Track Key Performance Indicators (KPIs) to assess performance and identity area for improvement
• Investigate quality issues and escalations
• Participate in root cause analysis and continuous improvement activities

Competencies

• Ability to excel in a high-energy, fast-paced environment
• Excellent attention to detail and accuracy
• Professional skepticism and objectivity
• Strong organizational and time management skills
• Discretion and handling confidential information
• Results-oriented mindset

Qualifications and Experience

• 3-4 years related experience and/or training
• Proficient PC Skills (M365, HRIS, etc)

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.