CHILD SUPPORT CASE PROCESSING QUALITY ASSURANCE SPECIALIST - 73004815

State of Florida•Tallahassee, FL

22h•Hybrid

About The Position

The Florida Department of Revenue’s Child Support Program helps children get the financial support they need and deserve, promoting more stable childhoods and brighter futures. The Department invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. This Operations Analyst II position performs team member support and is an excellent fit for critical thinkers. If you enjoy working with others and problem solving, this may be the position for you.

Requirements

Currently employed with the Florida Department of Revenue.
Two years of experience with a Child Support Program.
One year of experience performing quality reviews to ensure accuracy and timeliness.
One year of experience coaching, mentoring, or instructing others.
Two years of experience conducting research and analyzing information to make decisions.
Two years of experience in effective communication through a variety of methods (report writing, public speaking, presentations) to a diverse internal and external audience.

Nice To Haves

Prior experience in the Compliance Process.
Prior experience in conducting customer service calls or webchat quality reviews.

Responsibilities

Conducting reviews of computer system records to determine compliance
Identifying deficient performance, workflow issues, error trends and training needs
Preparing reports and making recommendations
Identifying and resolving operational deficiencies
Providing guidance and feedback to team members
Completing special projects and case reviews
Initiating and responding to requests
Researching and resolving case issues
Gathering information and analyzing data