STAFF SERVICES ANALYST
State of California - Sacramento, CA
posted 11 days ago
About the position
Join the Covered California team! Under the supervision of the Staff Services Manager (SSM) I, the Quality Assurance (QA) Tier II Analyst is crucial in ensuring the accuracy and adherence to regulations of the Service Center's work at Covered California. This role involves evaluating consumer interactions and systematic transactions for compliance with Federal, State, and departmental guidelines, with a strong focus on maintaining quality customer service. As a Quality Assurance Analyst, you will conduct analytical tasks and research to support a positive consumer experience, reviewing consumer interactions and written communications for accuracy and compliance. You will escalate critical impact issues to QA management, provide process improvement recommendations, and identify trends and gaps in procedures and system functionality. Additionally, you will maintain in-depth knowledge of Covered California policies and procedures, stay updated on policy changes, and complete all training and assignments promptly. You will also develop and update training and processing guides, ensuring all team members are informed and consistent in their work. This position demands a high level of confidentiality, analytical skills, and adaptability to ensure the Service Center consistently meets consumer and regulatory expectations.
Responsibilities
- Conduct analytical tasks and research to support a positive consumer experience.
- Review consumer interactions and written communications for accuracy and compliance.
- Escalate critical impact issues to QA management.
- Provide process improvement recommendations.
- Identify trends and gaps in procedures and system functionality.
- Maintain in-depth knowledge of Covered California policies and procedures.
- Stay updated on policy changes.
- Complete all training and assignments promptly.
- Develop and update training and processing guides.
Requirements
- Possession of minimum qualifications will be verified prior to interview and/or appointment.
- Experience working in or with a Quality Assurance program.
- Experience providing written feedback to others.
- Experience researching and applying policies and procedures to escalated consumer inquiries.
Nice-to-haves
- Call center and/or quality assurance experience.
- Prior experience interpreting policies and procedures.
- Prior experience resolving escalated consumer inquiries.
- Experience working in a team environment on high-profile assignments requiring collaboration.
Benefits
- Comprehensive benefits package including Health, Vision, Dental, Retirement, and an array of other options.
- Award-winning wellness program.
- Inclusive and diverse atmosphere.
- Employee recognition programs.
- On-site fitness centers at Sacramento and Service Center locations.
- Free parking at all locations.
