Quality Assurance Specialist - 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.

Summary

The QA specialist performs the work to ensure there is consistency of process, case handling and overall quality by using established scorecards and assessment tools.

Responsibilities

• Perform quality reviews of team cases and provide objective, consistent, and documented performance scoring using established scorecards.

• Knowledge of case management protocols and standards to review.

• 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.

• Participate in ongoing training relative to the functional area and tools.

• Form strong partnerships within the department and organization.
• Other duties as assigned.

Qualifications

• High School diploma
• 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 andfollow-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.