Quality Assurance Lead, Tax

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

The Quality Assurance (QA) Lead Tax supports cross-functional tax teams to ensure consistency of process, case handling, and overall quality by using established scorecards and assessment tools.

Responsibilities

• Act as subject matter expert on QA and scorecard processes for assigned business unit(s)
• Act as the first point of contact in responding to QA inquiries about the program, tools, and reporting
• Perform quality reviews of team cases and provide objective, consistent, and documented performance scoring using established scorecards.
• Apply knowledge of case management protocols and standards to review where applicable to QA
• Participate in feedback sessions with Tax leadership regarding trends or recommendations for training or improvements.
• Pull ad hoc escalation cases for review based on leadership requests, in addition to standard sampling.

• Expand sampling based on trends of interaction type (impacting all agents) or indications of agent training needed on specific topics.
• Support all organization and departmental initiatives around quality and improving the customer experience, including escalation and remediation efforts.
• Assists with electronic filing audits during quarter and year-end periods or other BU-specific work product
• Participate in ongoing training relative to the functional area and tools.
• Form strong partnerships within the department and organization.
• Partner with department stakeholders to document Standard Operating Procedures (SOPs) across Tax Operations
• Oversees tools & provides reporting
• Supports remediation efforts by identifying gaps and implementing improvements.
• Other duties as assigned..

Education/Certification Requirement

High School diploma

Required

• 3-5 years of related experience and/or training.

• Experience in tax service bureau role relative to standard customer case interactions.
• Knowledge of scorecard techniques and reporting.

• Ability to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.

• Analytical skills; strong research and follow-up skills.
• Effective communication skills via telephone, email, and in person.
• Customer service oriented.
• Ability to multi-task.
• Ability to work independently and as part of a team.

#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.