Quality Assurance Specialist, Leave of Absence

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.

*** This is not a Tech or IT role. This is a Leave of Absence in employee benefits position.

*** Must have hands on experience working in Leave of Absence.

Position Summary/Objective

The  Quality Assurance Specialist is responsible for ensuring quality across the employee services department for both internal and external customers.  

Essential Functions/Duties/Responsibilities

·         Provides professional and timely service to internal and external customers in a call center environment

·         Effective communication skills via telephone, email and in-person

·         Ability to perform quality reviews of team tickets and call recordings and provide objective, consistent and documented feedback

·         Prepare and participate in ongoing calibration sessions with customers

·         Resolve Quality issues and escalations from internal and external customers 

·         Support all organization and departmental initiatives around quality and improving the customer experience

·         Participate in ongoing training relative to the functional area and tools

·         Form strong partnerships within the department and organization

·         Meets or exceeds all performance standards

·         Assumes other duties as assigned by Manager

Competencies

·         Analytical skills; strong research and follow up skills

·         Attention to detail

·         Customer service experience

·         Ability to multi-task

·         Professional communication skills

·         Ability to work independently

·         Flexible

·         Ability to make decisions utilizing sound judgment

·         Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills.

·         Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues

·         Maintain punctuality and adherence to set schedule with extra hours as needed

Supervisory Responsibility

This position has no supervisory responsibilities

Qualifications and Experience

·         High School degree required

·         3+  years of related experience and/or training

·         Customer Service experience preferred

·         Must have knowledge of LOA; knowledge of federal regulations

·         Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)

Preferred Skills

·         Prior Service Center QA Experience

·         Bachelor’s degree

#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.