Quality Assurance Specialist Jobs

About The Position

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