[Hiring] Quality Analyst @OneSource Virtual

Role Description

The Quality Analyst is responsible for analyzing quality data, identifying trends, supporting quality improvement initiatives, and ensuring that processes meet established quality standards. This role focuses on data-driven quality assessment, root cause analysis, and collaborating with cross-functional teams to optimize process and performance quality.

Essential Functions/Duties/Responsibilities

• Plan and schedule SOP adherence audits of cases and calls using defined, standardized, and balanced evaluation points and scorecards.
• Review documentation, observe processes, and interview personnel as needed to support audits.
• Test internal controls and assess their design and operating effectiveness.
• Document findings in detailed audit reports and work with business leaders to develop corrective action plans as needed.
• Identify trends, patterns, and anomalies in quality data.
• Create quality metrics, dashboards, and reports for internal and external stakeholders.
• Track Key Performance Indicators (KPIs) to assess performance and identify areas for improvement.
• Investigate quality issues and escalations.
• Participate in root cause analysis and continuous improvement activities.

Qualifications

• 3-4 years related experience and/or training.
• Proficient PC Skills (M365, HRIS, etc).

Competencies

• Ability to excel in a high-energy, fast-paced environment.
• Excellent attention to detail and accuracy.
• Professional skepticism and objectivity.
• Strong organizational and time management skills.
• Discretion and handling confidential information.
• Results-oriented mindset.

Benefits

• Values-based culture.
• Upward mobility.
• Professional development with opportunities of all kinds.