Quality Analyst

OneSource Virtual

7d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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