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8 Mar 2023

Full-Time Quality Assurance Specialist

OneSource Virtual – Posted by rj-ninja United States

Quality Assurance Specialist

Job Description

Quality Assurance Specialist – Benefits

locations US-Remote

time type Full time

job requisition id REQ-2023-67

OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at

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


  • 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 COBRA; knowledge of federal regulations
  • Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)

Preferred Skills

  • Prior Service Center QA Experience
  • Bachelor’s degree

How to Apply

Job Categories: Remote QA Jobs. Job Types: Full-Time.

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