Quality Assurance Management Lead Analyst or Quality Assurance Management Analyst

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

The Unemployment Insurance Command Center Division (UICCD) is searching for talented and motivated individuals to join our team in delivering quality and timely services to the citizens of California. The UICCD forecasts inbound call volumes, customer service demands, and employees needed to meet quality and performance objectives. The UICCD provides oversight to monitor all Unemployment Insurance (UI) workloads and adjust employee resource levels as required. The UICCD focuses on the quality of customer service delivery through workload forecasting, workload reporting, quality assurance management, customer experience, and contact center and workforce management operations.

The Quality Assurance Management (QAM) Group of the UICCD is comprised of two Quality Assurance Management Units, North and South. The QAM Group is responsible for analyzing and overseeing call monitoring and performing quality assurance evaluations for phone and off-phone workloads for the UI Northern Operations Division, UI Southern Operations Division, and the UI Integrity and Accounting Division. The QAM Group also oversees the quality assurance management activities for the UI Branch by evaluating employee performance, assisting with training and process improvement needs for employees and customers, and improving the overall customer experience.
The Quality Assurance Analysts will be responsible for planning, organizing, and completing quality assurance management activities with a team of professional analysts by reviewing and analyzing data to improve customer service models, identify common customer and employee issues, standardize communication practices, and evaluate policies and procedures. The Quality Assurance Analysts will perform quality assurance evaluations to assist with improving the overall customer experience across the UI Branch. Bring a strong passion for providing superior customer service, ensuring quality management standards are upheld, and communication skills to this position to assist us with exceeding the needs of the citizens of California.

Will consider candidates from all parts of California.

You will find additional information about the job in the Duty Statement .

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Frequent travel to the closest EDD UI Field Office or (Sacramento Central Office) for equipment exchange or as needed.

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
• STAFF SERVICES ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-447657

Position #(s):
280-355-5393-976

Working Title:
Quality Assurance Management Lead Analyst or Quality Assurance Management Analyst

Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST $5,855.00 - $7,327.00 A

Shall Consider:
STAFF SERVICES ANALYST
$3,749.00 - $4,698.00 A
$4,059.00 - $5,081.00 B
$4,868.00 - $6,093.00 C

# of Positions:
2

Work Location:
United States

Telework:
Hybrid

Job Type:
Permanent, Full Time

Work Shift:
8:00 am - 5:00 pm

Work Week:
Monday - Friday

Department Information The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.
Department Website: http://www.edd.ca.gov

Special Requirements

It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov .

Please only submit ONE application. Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the "Application Instructions' section below and ensure the following:

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the "Examination or Job Title(s) For Which You Are Applying" section located on Page 3 of your State Examination/Employment STD Form 678.
• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the "Explanations" section located on Page 3 of your State Examination/Employment Application STD Form 678.
• Remove and do not submit the "Equal Employment Opportunity" questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.
• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

To apply for this position, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

Associate Governmental Program Analyst Bulletin

Staff Services Analyst Bulletin

For more information about the State hiring process, click here . To watch tutorials on how to apply for a State job, click here .

Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 9/13/2024
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Employment Development Department
Attn: Job Control # 447657
Human Resource Services Division, MIC 54
PO Box 826880
Sacramento , CA 94280-0001

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Employment Development Department
Attn: Job Control # 447657
EDD/Human Resource Services Division (6th floor solar)
722 Capitol Mall
Sacramento , CA 95814

08:00 AM - 04:30 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications -
  A Statement of Qualifications (SOQ) is Required.
  Please see "Statement of Qualifications Requirements" section for more information about the SOQ.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Ability to apply new ways of thinking, solve problems, create new ideas, and develop new approaches to optimize results.
• Ability to work in a fast-paced environment that is impacted by conflicting deadlines and customer priorities.
• Demonstrates the ability to remain flexible with constantly changing priorities.
• Demonstrates ability to work in a team environment.
• Demonstrates ability to effectively communicate (both verbal and written) and collaborate with internal and external stakeholders.
• Demonstrates ability to use tact and good judgment.
• Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other staff and those contacted in the workplace.
• Experience in quality assurance management methodologies.
• Experience with customer surveys and customer service satisfaction methodologies.
• Experience in working with Information Technology (IT) stakeholders and contract vendors.
• Experience in recommending or implementing process improvement strategies (e.g., Business Process Innovation, etc.).
• Experience in facilitation and negotiation techniques to promote collaboration amongst diverse team members and groups.
• Experience processing multiple UI workloads (e.g., adjustments, appeals, benefit audits, claim filing, determinations, overpayments, Work Sharing, etc.).
• Experience with Microsoft Office Suite, including SharePoint, PowerPoint, Excel, Word, and InfoPath.
• Experience motivating others to achieve the Department's mission, goals, and values, and encourages a diversity of opinions.
• Experience learning and understanding programs, laws, and policies of the UI program and utilizing the information to provide feedback to program, analytical, and technical staff.
• Knowledge of and ability to apply the principles, methods, techniques, and tools for developing, scheduling, coordinating, and managing competing priorities/activities.
• Knowledge of the UI business processes, policies, functions, and systems.
• Knowledge of principles and processes for providing quality customer service.

Benefits Benefit information can be found on the CalHR website, www.calhr.ca.gov , and the CalPERS website, www.calpers.ca.gov .

Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Department Website: http://www.edd.ca.gov
Hiring Unit Contact:
Quynh Tran
(916) 618-8310
Quynh.Tran@edd.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:
EEO Officer
(916) 654-8434
EEOMail@edd.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Statement of Qualifications Requirements
A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate's ability to present information clearly and concisely in writing. The SOQ is not a resume or cover letter.

The SOQ will be considered the first phase of the hiring process for this position. If your qualifications are competitive, you will be invited to an interview. The SOQ should be typed and not more than two pages in length, not less than 12-point font, using a monospaced font, single-spaced, with half-inch margins including your first and last name at the top of the page.

SOQ must be numbered and completed in the exact order the following questions are presented:

Describe your experience performing quality assurance reviews or evaluations within a large benefit entitlement program with more than 250 employees to ensure established policies and procedures were followed. Provide two specific examples of the type of reviews or evaluations performed and include the recommendations you made to help improve quality for each example.

Describe your approach to analyzing problems, developing and evaluating alternatives, and recommending practical courses of action within a large benefit entitlement program with more than 250 employees. Provide a specific example of a problem you had to explain to someone where you provided potential solutions or recommendations for overcoming the problem.

Describe your approach to completing projects, assignments, or tasks that have competing priorities with accuracy and quality in the workplace within a large benefit entitlement program with more than 250 employees. Provide a specific example of what procedures or techniques you have used to ensure you completed the project, assignment, or task by the established due date or deadline.

Describe your experience compiling or improving reports within a large benefit entitlement program with more than 250 employees. Provide a specific example of a report you compiled or enhanced with new methods or ideas. How did you ensure the report was error-free and that data was communicated clearly to your audience? How did you ensure your audience understood the information?

We ask that you do not use Artificial Intelligence tools or assistance when composing your written response. Written responses are an attempt to assess and gain an understanding of your personal writing and communication skills and abilities.

Résumés and/or cover letters DO NOT take the place of the SOQ. Applications received without an SOQ or SOQs that do not include a response to the statements above, are not numbered, and are not completed in the exact order above will not receive further consideration and will be excluded from the hiring process.

Background Investigation Requirement

The position(s) may require an applicant to pass a background investigation. However, applicants will not be asked to provide information about a conviction history unless they receive a conditional offer of employment.

The department will make an individualized assessment of whether the conviction history has a direct or adverse relationship with the specific duties of the job and the work performed by the department. The department will consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency, nature and seriousness, and age at the time of the offense(s).

The investigation will consist of completion of a personal history statement and fingerprinting checks with the Federal Bureau of Investigation, Department of Justice, and/or local law enforcement agencies. Anyone failing to pass the background investigation will be provided information on how to appeal the process. A criminal conviction may not result in an automatic determination of "Not Qualified."

ADDITIONAL DEPARTMENT INFORMATION

The Employment Development Department may require a new probation in accordance with applicable probationary period rules.

Click on the link to complete the Employment Development Department Recruitment Survey: EDD Recruitment Survey

Merit System Principles
Information regarding Merit System Principles provided to public employees by the State Civil Service Act can be found on the CalHR website at https://www.calhr.ca.gov/Training/Pages/performance-management-merit-system-principles.aspx

Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.