|Title:||Quality Assurance Analyst|
Global Compensation provides compensation services to U.S Foreign Service employees, Department of State Civil Service employees and Locally Employed (LE) staff. They provide both American and LE Staff payroll services for U.S. Agencies Overseas and Annuity services for Foreign Service Retirees. With locations in Charleston, South Carolina and Bangkok, Thailand, Global Compensation manages one of the most complex compensation environments in the world, providing compensation services in over 180 countries and 140 currencies. Services include time and attendance, payroll, annuity payments, customer support, withholding, benefits, record keeping and reporting for our employees working domestically and overseas at our Embassies and Missions. Global Compensation’s primary goal is to provide world-class compensation services to its customers.
The QA/QMS/Training team is responsible for research, analysis, and/or completion of tasks and projects as defined by the Managing Director of Global Compensation Operations.
- Requires a four-year degree from an accredited university or college in accounting or a related field such as financial management, business administration or a closely related field.
- Requires at least two years’ experience in one of the following fields: Training, auditing, project/program management, technical writing or quality assurance.
- Personnel shall possess excellent multi-tasking, customer service, analytical, organizational, oral and written communication skills.
- Requires experience with computer-based applications including spreadsheets and database management systems.
- Microsoft Office Suite 2007 – 2010 - Intermediate level experience is required in Excel, Word, Visio, and Power Point
The Pay Support Analyst’s primary responsibilities are described below, although the responsibilities are not limited to the following:
ISO-9001 Quality Management Support
- Conducts quality content review of all Global Compensation QMS documents (i.e. work instructions, internal/external reference documents, forms and process descriptions). Content review consists of ensuring that the QMS document complies with the ISO-9001 content requirements before it is submitted to the QR/QSO for approval and then sent to the QMS Document Control team for publication into KB.
- Provides Knowledge Base (KB) article research, creation, updating and tracking support on behalf of Global Compensation. Will act as a liaison between Global Compensation management and Customer Support and Training (CST) on ensuring all KB articles stay up-to-date and are accurate in content. Will update KB articles in the ACP so CST can publish up-to-date articles accordingly. KB Articles are maintained as follows: Articles are reviewed yearly, on a monthly basis, and managed through CST, as PEAR requirements for scenarios, and correctness change or new PEARs must be created, per customer feedback regarding clarification on payroll related topics, and/or when payroll policies/processes/procedures need to be created, updated or made obsolete for continued customer satisfaction and customer/employee reference.
- On-the-Job (OJT) Training Forms – Will conduct periodic reviews and work with all Global Compensation managers (government) to ensure the OJT Forms are kept up-to-date and compliant with the ISO-9001 standard.
- With the ISO 9001:2015 standard, there exists an increased focus on providing consistent quality and incorporating customer feedback and best practices into operations to provide improved services and streamline processes. Assists the client with identifying opportunities to ensure continuous improvement and provide recommendations on incorporating feedback and best practices, in accordance with the ISO9001 quality management program. Create and/or conduct ISO-9001 and QMS related training to include, but not limited to; how to write QWIs, the CAR/PAR process and audit preparation training for all of Global Compensation (Pay Processing, Pay Support and Pay Systems). This can be done throughout the year or as necessary to prepare for both internal and external audits, and involves creating and/or compiling training materials, reserving conference rooms, ensuring all equipment is set up and ready prior to training, preparing and sending out meeting invites, following up with trainees, etc.
- Will coordinate with Global Compensation management on the required process, administrative and procedural activities to continually improve upon GC’s quality assurance program. The QA program will ensure GC is complying with CGFS’s QMS standards as set forth per the ISO 9001 certification.
- Creates, researches and analyzes workflow processes
- Creates impact assessments
- Conducts quality assurance audits on Global Compensation QMS documents and provides feedback to ensure a clear understanding of the QMS standards is communicated to employee
- Performs other project related duties as assigned
Software Systems Utilized:
Admin. Control Panel (ACP), Consolidated American Payroll Processing System (CAPPS), Report. Web, Microsoft 2010 (Visio, Excel, Access, Word and Outlook), GFS Knowledge Base (KB), Document Imaging System (DIS) & various websites of government agencies (i.e. SharePoint, DSSR, FAM/FAH, etc.) and other software systems required to complete the job.
Must be able to either possess or obtain a government security clearance at a “SECRET” level to be issued by Department of State, Diplomatic Security.