Customer Contact Center Quality Assurance Senior Specialist (Vansant, Agency Employees Only)
About The Position
The Virginia Employment Commission (VEC) is seeking a Customer Contact Center (CCC) Quality Assurance Senior Specialist to perform advanced quality review and program evaluation for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs. This role reviews complex customer interactions, scores calls and documentation for accuracy, identifies trends and compliance issues, and summarizes findings to support quality improvement efforts. The Senior Specialist also collaborates with Training on curriculum updates, participates in calibration sessions to ensure scoring consistency, assists staff with questions, and serves as the point of contact when the supervisor is unavailable. Join the VEC and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s UI benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.
Requirements
- Strong understanding of UI and PFML program policies, eligibility rules, documentation standards, call center operations, quality review methods, and multi system workflows.
- Advanced analytical, evaluation, communication, and documentation skills, with proficiency in QA tools, reporting platforms, call center systems, and Microsoft Office applications.
- Ability to review complex cases, support calibration, interpret program rules, identify trends, assist staff with questions, manage priorities, and serve as a reliable point of contact when the supervisor is unavailable.
Nice To Haves
- Experience conducting QA evaluations in a high-volume contact center environment.
- Ability to identify trends and translate findings into actionable insights.
- Strong interpersonal skills and the ability to support coaching conversations.
- Demonstrated consistency in scoring and calibration alignment.
- Comfort working with data, dashboards, and performance metrics.
- Adaptability to frequent policy, system, and workflow changes.
- High level of professionalism, discretion, and attention to detail.
Responsibilities
- Perform advanced quality review and program evaluation for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs.
- Review complex customer interactions.
- Score calls and documentation for accuracy.
- Identify trends and compliance issues.
- Summarize findings to support quality improvement efforts.
- Collaborate with Training on curriculum updates.
- Participate in calibration sessions to ensure scoring consistency.
- Assist staff with questions.
- Serve as the point of contact when the supervisor is unavailable.
Benefits
- Paid leave
- A minimum of 13 paid state holidays per year
- Medical, dental, vision, and life insurance options
- Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
- Federally recognized Public Service Loan Forgiveness (PSLF) employer
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
