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 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.

• 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; elevate 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.

• 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.

• 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.

• 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…