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The Quality Assurance (QA) team audits a random sample of at least 10% of the daily volume (per associate) of expense reports approved for payment by TE Associates for reimbursement of travel expense. The following categories are reviewed during the QA audit process for TE:
Personal Auto Mileage
All quality audits will use "The Source" and any variance from stated procedures may result in an error.
Refer to the "Completing the TE Audit" topic in the QA procedures to review steps that are taken by QA in their audit.
Quality targets are outlined in the Partnership Agreement. Errors detected by the QA audit may affect an individual or team rating.
If an error is identified, the QA Team documents errors that can be viewed on the OSS QA Quality Performance Tracking page (QA Tracker) in SharePoint. A system generated email is issued to the assigned TE Associate providing a link to the Voucher / Image / QA Results Information form. The following steps guide the TE Associate in completing and submitting a response using the QA Tracker.
Review the error, OAKS FIN, the attachments, etc. to determine if the error is valid.
Use this procedure to indicate that the error has been incorrectly marked as an error and /or to dispute that the error is incorrectly assigned to the proper error category by the QA Auditor. If there is justification for going outside of the process as documented in "The Source" it must be supplied in order for the Dispute Review Panel to discuss the validity of the error.
The service line coach will review error disputes prior to the Dispute Panel Review. It is the responsibility of the service line associate to supply the coach (or coach's designee) with the information and documentation necessary to prove the error is invalid. Include quotes from "The Source" whenever possible.
When an error is found, QA emails the Pre-Auditor and Team Captain. The auditor and Team Captain review the errors and remediate following the guidance below.
If the error results in no monetary impact (e.g. - comments missing, location off, etc.), no action is needed.
If there is a monetary impact, confirm if the expense report has been paid.
If the expense report has not been paid, unapprove the expense report, add a comment on the error and "Send Back for Revision."
If the expense report has been paid, contact the traveler to advise of the error and explain the overpayment and how to reimburse the agency for the funds.