Departmental Specialist 13 - Bureau of Quality and Customer Experience
About The Position
This position serves as the Quality and Customer Experience Specialist supporting the Bureau of Quality and Customer Experience (BQCX). The role provides accountability and project management functions for bureau-wide projects, special initiatives, reporting, and customer experience analysis. The incumbent will lead documentation, planning, development, and implementation of projects impacting BQCX. The incumbent tracks, monitors, and analyzes customer interactions with public-facing teams to develop process improvements and recommendations to enhance the customer experience. Additionally, the incumbent will support initiatives to develop and maintain the MDOS Forms repository.
Requirements
- Possession of a bachelor's degree in any major.
- Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.
- 2 years of Dept of State Branch Supervisor 11 level or above experience with a bachelor's degree OR 2 years of Departmental Supervisor 11 level experience with a bachelor's degree OR 1 year of Departmental Supervisor 12 level or above experience with a bachelor's degree OR 4 years of Dept of State Branch Supervisor 11 level or above experience with a high school diploma or equivalent OR 4 years of Departmental Supervisor 11 level experience with a high school diploma or equivalent OR 3 years of Departmental Supervisor 12 level or above experience with a high school diploma or equivalent.
- Must apply for this vacancy through the NEOGOV system.
- Official transcript must bear the applicant’s name, college, or university certification (e.g., seal, logo, watermark, or letterhead), date and name of the conferred degree and registrar’s signature.
- Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S. educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA).
- Must submit to and pass a pre-employment drug test.
- Criminal and driving records will be checked.
Nice To Haves
- The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration.
Responsibilities
- Lead documentation, planning, development, and implementation of projects impacting BQCX.
- Track, monitor, and analyze customer interactions with public-facing teams.
- Develop process improvements and recommendations to improve customer experience.
- Support initiatives to develop and maintain the MDOS Forms repository.
Benefits
- Eligible to participate in the benefits offered by the state.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
