Receiving a QA Audit Error

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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:

• Travel Dates

• Lodging

• Meals

• Personal

• Air Transportation

• Ground Transportation

• Personal Auto Mileage

• Incidentals

• Receipts-Related Errors

• 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 by management. Errors detected by the QA audit may affect an individual or team performance rating.

Accessing the QA Error

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.

1. Open email from QA Quality Performance Tracking

   

2. Click View****

   

3. The error detail page displays.  

3. Click Edit Item.

   

4. A Warning statement will display.

   

4. Click OK.
5. Check the QA Error Section for the category of error.

   

6. Review the QA Associate Comments detailing the reason the error was marked.

   

7. The QA Associate provides a comment at the time the error is marked and is encouraged to supply context from "The Source" so that the TE Associate knows the reason for assigning the error.

7. Review the error, OAKS FIN, the attachments, etc. to determine if the error is valid.

8. Continue to “Disputing the QA Error” if the assignment of error is believed to be invalid.
9. Continue to “Accepting the QA Error” if the error marked is believed to be valid.  

• If no response is sent within two business days, the error is considered not contested.

Disputing the QA Error

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.

1. Click Dispute Error if the assignment of error is invalid.

   

2. Enter the justification for disputing the error in the Associate/Coach Comments Section. Include reference to "The Source" whenever possible.

3. Click Save when complete.

   

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.

• Associates are not permitted to redispute an error after the validity has been determined by the Dispute Panel Review.

Accepting the QA Error

1. Click  Accept Error if the assignment of error is valid.

   

• Selecting Accept Error closes the Quality Performance Tracking.

2. Continue to the "Correcting Travel & Expense PreAudit Errors" section if the error involves a mistake in dollar amount for reimbursement.

Correcting Travel & Expense PreAudit Errors

When an error is found, QA emails the Pre-Auditor and coach. The auditor and coach review the errors and remediate following the guidance below.

1. If the error results in no monetary impact (e.g. - comments missing, location off, etc.), no action is needed.

2. If there is a monetary impact, confirm if the expense report has been paid.

1. • 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.