INTERNAL POSTING: QA/QC Analyst - Statewide

State of South Carolina

  • USA
  • $52,100-88,600 per year
  • Permanent
  • Full-time
  • 10 days ago
About UsBusiness is booming in South Carolina! Are you ready to be a part of developing and connecting the next generation of workers in this state? Year after year, experts pick our state as one the best in the country for doing business. Just last year, South Carolina announced more than 14,000 new jobs and $10 billion in capital investment. Entrepreneurs are flocking to cities like Greenville, Charleston, Columbia, and Rock Hill to start and grow their businesses. And our hospitality industry is primed to take off as travelers from around the world continue to discover the beauty and accessibility of South Carolina's mountains and coast.Here at the South Carolina Department of Employment and Workforce (DEW), we are laser-focused on connecting every jobseeker who comes through our doors with their next great career opportunity! Are you looking for a meaningful position at an agency brimming with optimism and camaraderie that also offers job security, affordable health insurance, great retirement benefits, and work-life balance? If so, continue reading to discover your chance to make a difference at DEW!
Job DescriptionDo you enjoy coaching and improving a team of customer service representatives? Can you provide feedback, and recommend procedure changes and resolve issues?We're seeking a QA/QC Analyst to serve within the Unemployment Insurance (UI) Operations Department. This role monitors the quality of customer interactions through call monitoring, transactional audits, and quality reports. Working directly with multiple departments in the UI Division to obtain requested information, the QA/QC Analyst will interpret expected standards and policy directives and identify opportunities for improvement. Key ResponsibilitiesThe QA/QC Analyst will:
  • Monitor and scores recorded, and live inbound and outbound calls and all types of work items received by UI Operations and Integrity staff by utilizing a standard set of quality monitoring technologies and tools.
  • Develop and utilize scorecards for monitoring calls and assessing all stages of work items being completed.
  • Communicates interpretation of expected standards and policy directives.
  • Proactively identify trends based on monitoring activities and provides formalized feedback based on findings on a monthly and quarterly basis.
  • Recommend procedural changes and training opportunities.
  • Forecast future training needs. Develop and implement training plans and assist in training. Publish tips, hints, and desk aides.
  • Documents and maintains quality assurance processes.
  • Utilize the documented processes to educate UI Operations and Integrity staff Management, HUB Managers, and Sr. leadership on the quality assurance process.
  • Provide qualitative feedback on compliance, customer experience, accuracy, and adherence
  • Resolve and trouble-shoot day-to-day issues escalated by staff, UI Managers and Sr. Leadership.
  • Serve as a point of contact and is responsible for responding to all customer complaints received by way of the Governor's office or any other elected official.
  • Assist with the processing of claims when special programs arise such as DUA, EUC, EB, etc.
  • Participate in design, development, and ongoing changes to call and claim monitoring process and quality standards.
  • Facilitate and/or attend meetings to address and/or resolve work issues and concerns.
  • Collaborates with Policy and Procedures, Benefits Accuracy and Measurement Department (BAM), Legal Department, Appeals Departments, and any other specialized workgroups to develop strategies to improve the integrity of the UI program.
  • Attend Rapid Response meetings with management of the affected employer when necessary.
  • Serve as a point of contact for unemployment insurance questions for Rapid Response staff and any employer affected by a mass layoff or WARN notice.
  • Exercise judgment and discretion, communicate clearly in written and oral form, and use exceptional listening and analytical skills.
If you're ready to take on this challenge and help support South Carolina's workforce system, please apply. We look forward to hearing from you! Education and ExperienceA High School Diploma or equivalent. A minimum of eight (8) years of experience working in the Unemployment Insurance (UI) Division. Knowledge of laws and regulations relevant to Unemployment Insurance. Additional RequirementsPosition requires overnight travel, may require employee to work evenings and weekends. Other duties as required. Proficient with Microsoft Office.Supplemental questions are considered part of your official application. Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

State of South Carolina