Customer Contact Center Quality Assurance Specialist (Vansant, State Employees Only)

Virginia Information Technologies Agency • Vansant, VA

1d • Onsite

About The Position

The Customer Contact Center (CCC) Quality Assurance Specialist plays a key role in ensuring the accuracy, compliance, and overall service quality of customer interactions across both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs by evaluating calls, documentation, and system entries, applying program specific scoring standards, verifying adherence to policies and eligibility rules, identifying errors that may pose risks, analyzing quality trends to recommend improvements, producing regular reports, and supporting coaching and calibration efforts to strengthen staff performance and maintain consistent, high-quality service delivery.
Join the Virginia Employment Commission (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 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

• Understanding of UI and PFML program policies, eligibility rules, documentation standards, call center operations, quality scoring methodologies, and multi-system workflows used in customer interactions and case processing.
• Strong analytical, evaluation, communication, documentation, and technical skills, including proficiency with QA scoring tools, call center systems, reporting platforms, and Microsoft Office applications.
• Ability to objectively assess performance, identify compliance risks, interpret complex program rules, provide constructive feedback, manage multiple evaluation priorities, and support quality improvement across UI and PFML programs.

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

• Evaluating calls, documentation, and system entries for UI and PFML programs.
• Applying program-specific scoring standards.
• Verifying adherence to policies and eligibility rules.
• Identifying errors that may pose risks.
• Analyzing quality trends to recommend improvements.
• Producing regular reports.
• Supporting coaching and calibration efforts to strengthen staff performance and maintain consistent, high-quality service delivery.

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)
• Public Service Loan Forgiveness (PSLF) employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed