QUALITY ASSURANCE RETIREMENT ANALYST II - 72002702 1

State of Florida • FL

75d • $42,995 - $49,714

About The Position

This is a highly complex and technical work in the analysis of retirement accounts. The incumbent exercises considerable judgment under the general supervision of an administrative supervisor. The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws. The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

Requirements

• A bachelor's degree from a college or university.
• 2 years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination thereof.
• Professional experience in the areas described can substitute on a year-for-year basis for the required college education.
• Supervisory experience is a plus.

Responsibilities

• Conduct quality assurance control reviews from random samplings of all business processes within the Contact Center.
• Monitor inbound phone calls and emails answered by Member Service Advocates (MSAs) and Team Leads (TLs) to be used for monthly/quarterly evaluations and as directed by management.
• Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations.
• Provide feedback on MSA and TL communications including call procedures, proper phone etiquette, best practices in customer service, tone and communication, and handling of difficult callers.
• Evaluate the accuracy and efficiency of information provided to members or stakeholders.
• Prepare biweekly reports of all findings and monitoring scores for the entire Contact Center and individual MSAs.
• Create statistical data reports used for individual employee evaluations and the Contact Center as a whole.
• Evaluate processes to determine compliance with established procedures and applicable rules and statutes.
• Assist with staff training and keep management updated on procedural or process changes resulting from statutory updates.
• Work closely with management to offer solutions for increasing productivity and writing effective training opportunities.
• Attend Contact Center manager meetings and bureau meetings to stay updated on policy and procedure changes.
• Perform other duties as required.

Benefits

• 401k
• health_insurance
• paid_holidays
• tuition_reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees