Note: The job is a remote job and is open to candidates in USA. OneSource Virtual (OSV) is a company that specializes in providing services to Workday customers, focusing on automating administrative tasks. The Quality Analyst role involves analyzing quality data, identifying trends, and supporting quality improvement initiatives to ensure processes meet established standards.
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
Skills
- 3-4 years related experience and/or training
- Proficient PC Skills (M365, HRIS, etc)
Benefits
- #LI-REMOTE
- We reward innovative thinking, fresh perspectives, creative collaboration, and hard work.
- OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
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