Quality Assurance Senior Analyst, Absence and Accommodations

Cox Automotive is currently seeking a Quality Assurance Senior Analyst, Absence & Accommodations to join our team. Candidates must reside within the Eastern or Central time zones of the United States. Atlanta, GA is the preferred location and operates under a hybrid work arrangement. Candidates located elsewhere within the Eastern or Central time zones will be considered for remote employment.
The Role:
The Absence & Accommodations team provides compliant, consistent, and employee-centered leave, accommodation, and workers' compensation support across Cox Automotive (CAI) and its subsidiaries throughout North America.
The Quality Assurance Senior Analyst, Absence & Accommodations is responsible for monitoring, evaluating, and enhancing the quality, accuracy, and consistency of case management activities across the Absence & Accommodations function. Reporting to the Director, Absence & Accommodations, this role helps ensure adherence to quality standards, regulatory requirements, and operational best practices while supporting a positive employee experience throughout the leave and accommodation lifecycle.
Working closely with Absence Advisors, leaders, HR Business Partners, and cross-functional stakeholders, the Quality Assurance Senior Analyst identifies trends, assesses risk, recommends process improvements, and drives operational excellence across CAI's absence and accommodations programs.
Primary Responsibilities:
Quality Assurance, Compliance & Risk Management

• Conduct routine and ad hoc quality audits of Absence & Accommodations cases, including intake, ongoing case management, return-to-work, and case closure activities.
• Evaluate case documentation, determinations, communications, and workflows for accuracy, consistency, and compliance with federal and state regulations (e.g., FMLA, ADA, PWFA, Workers' Compensation).
• Identify quality trends, root causes, and risk areas; escalate emerging risks to the Director, Absence & Accommodations as appropriate.
• Ensure adherence to internal policies, procedures, and service standards to mitigate regulatory and operational risk.
• Maintain audit documentation and quality assurance (QA) records in accordance with departmental standards.

Performance Evaluation & Feedback

• Score cases and interactions using established QA scorecards and performance measures.
• Provide timely, objective, and actionable feedback to Absence Advisors to reinforce quality expectations.
• Participate in calibration sessions to ensure consistent application of quality standards.
• Partner with leaders to support corrective action plans, targeted coaching, and performance improvement initiatives.
• Partner with leaders and stakeholders across exempt, non-exempt, corporate, and field populations to provide guidance on quality standards, documentation requirements, and process adherence.

Data Analysis & Reporting

• Analyze QA results, audit findings, and performance data to identify trends and improvement opportunities.
• Prepare quality assurance reports and insights related to accuracy, compliance, productivity, and employee experience.
• Support dashboard development and reporting used by leadership to assess program health and operational performance.

Process Improvement & Cross-Functional Collaboration

• Collaborate with the Director, Absence & Accommodations, Senior Advisors, Training, and Business Partners to recommend process improvements.
• Support updates to QA tools, scoring criteria, documentation standards, and departmental repositories.
• Participate in special projects, audits, or operational initiatives related to quality, compliance, or system enhancements.
• Assist with implementation and adoption of new tools, workflows, or AI-enabled solutions that enhance accuracy, consistency, and operational efficiency.

Training & Knowledge Support

• Partner with training and leadership to identify training gaps and content needs based on QA findings.
• Serve as a subject matter resource for quality standards, documentation expectations, and best practices.
• Support change management efforts related to policy, process, and system updates.

Qualifications:

• Bachelor's degree in human resources, healthcare administration, business management, or related discipline and 4 years of related experience in absence management, leave administration, or accommodations. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field.
• Strong knowledge of both self-funded and fully insured disability benefit programs, ERISA guidelines, and intersections with adjacent leave and accommodations regulations.
• Demonstrated working knowledge and practical application of core leave and accommodation programs, including but not limited to FMLA regulations and lifecycle administration; ADA accommodation fundamentals, the interactive process, and proper documentation; and PWFA accommodation support related to pregnancy, childbirth, and related medical conditions.
• Proficiency in Microsoft Office, including Excel, PowerPoint, and Word.
• Experience utilizing HRIS, leave management, and case management systems, such as Workday, AbsenceTracker, Service Station, UKG, Kronos, or similar platforms.
• Strong working knowledge of state and federal employment laws relevant to leave/accommodations; ability to apply policies consistently and escalate when appropriate.
• Strong verbal and written communication skills, with the ability to effectively present audit findings, quality trends, and actionable recommendations to stakeholders at all levels of the organization.
• Ability to work independently with a sense of urgency and prioritization; strong follow-through and time management.
• Capable of applying sound judgment and discretion when handling confidential medical and employee information.
• Ability to collect, understand, interpret, and share data (case trends, cycle time, status reporting).
• Ability to travel up to 15% of the time, as needed, for project-based work.
• If outside of Atlanta, ability to work successfully 100% remotely other than periodic required travel.

Preferred Qualifications:

• Experience using reporting and business intelligence tools such as Power BI, Power Automate, Alteryx, or similar platforms.
• PHR/SPHR or SHRM-CP/SCP certification.
• Experience supporting Canada leave frameworks or other multi-jurisdiction leave programs.
• Experience supporting US territorial leave and disability programs, including Puerto Rico SINOT and similar regulatory requirements.

USD 74,000.00 - 111,000.00 per year
Compensation:
Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets