Quality Assurance Specialist - COBRA and Benefits

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.

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

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