ANALYST II

Employment Development Department; California (MO); Hybrid; USD 72,000 - 91,000; Full time

Job summary

Employment Development Department in California is seeking a Quality Assurance Unit Analyst I/II within the Disability Insurance Branch. The role focuses on analyzing workload, evaluating processes, and providing insights to improve customer service models in a fast-paced state government environment.

The position offers a hybrid telework schedule with in-office days in California, requiring SOQ documentation and adherence to state hiring processes.

Responsibilities

• Conducts quality assurance reviews of data and processes to support continuous improvement.
• Performs time-sensitive analyses and reporting to drive actionable insights for customer service quality.
• Collaborates with multiple DI Branch divisions to standardize practices and documentation.

Job description

Equal Opportunity Employer The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Equal Opportunity Employer The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Position Details

Job Code #: JC-528564

Position #(s): 280-227-5393-976

Working Title

Quality Assurance Analyst I/II

Classification

ANALYST II

$6,031.00 - $7,547.00 A New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Shall Consider

ANALYST I $3,861.00 - $4,839.00 A

$4,181.00 - $5,233.00 B

$5,014.00 - $6,276.00 C

# of Positions

1

Work Location

United States

Telework

Hybrid

Job Type

Permanent, Full Time

Work Shift

8:00 a.m. - 5:00 p.m.

Work Week

Monday - Friday

Department Information

The Employment Development Department (EDD) is one of the largest State departments with employees at hundreds of service locations. For more than 70 years, the EDD has connected millions of job seekers and employers in an effort to build the economy of the Golden State. In order to continue our mission, we are constantly looking for the best and the brightest to join our ranks. Working at EDD presents many opportunities. If you strive to make a difference, we invite you to seek a career with EDD.

Department Website: http://www.edd.ca.gov

Job Description And Duties

Join Our Team as an Analyst I/II within the Quality Management Group, Command Center Division.

The Disability Insurance Branch (DIB) is looking for a forward-thinking, passionate, detail-oriented leader to join our Workload Optimization Division (“Command Center”) as a Quality Assurance Unit Analyst. The Quality Assurance Units play a vital role in supporting DIB management by performing analytical and sensitive tasks to support the quality assurance goals and objectives of the Quality Assurance Section. The Quality Assurance Units are responsible for conducting reviews of our Customer Service Center (CSC) and our Claim Management Office (CMO) workload and producing the analytics, reporting, and insights required to drive an industry-leading quality assurance program.

Under the Supervisor I, the Quality Assurance Unit Analyst works closely with staff and management from the DI Branch Divisions for the administrative, evaluation, and monitoring functions of quality assurance management (e.g., reviewing and analyzing data to improve customer service models, identifying common customer and staff issues, standardizing communication practices, evaluating policies and procedures, etc.). This includes but is not limited to: conducting Recorded Call Evaluations, Process Evaluations, Quality Sample Reviews, Quality Improvement Reviews, and other activities related to ensuring our quality standards are met throughout the Branch.

The incumbent must have the ability to work in a fast-paced environment and possess strong communication skills (written and verbal), as they will be responsible for providing time-sensitive information to stakeholders across the DIB and will communicate the implementation of quality assurance management initiatives. The incumbent interacts directly with a variety of management levels, project team members, internal stakeholders, and vendors to provide quality assurance management and customer service across the DI Branch.

This position is headquartered in the Central Office in Sacramento. Will consider candidates who are located throughout the State of California. This position allows for a hybrid telework schedule, which is subject to change, under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Employees are required to report to their headquarters office, for their in-office days. Employees may be assigned to report to another DI office closer to their California residence. Travel expenses to and from the assigned headquarters/office are the responsibility of the employee.

Package documents will be screened, and only the most qualified applicants will be selected to move forward in the selection process. Applicants who do not submit the required items on time may not be considered.

A Statement Of Qualifications (SOQ) Is Required.

NOTE: The SOQ is a narrative of how the candidate's education, training, experience, and skills qualify them for this opportunity. The SOQ serves as a documentation of each candidate's ability to present information clearly and concisely. A cover letter or resume is not an acceptable Statement of Qualifications.

The candidate will be required to live in California and report to the nearest DIB office for their in-office days. You will find additional information about the job in the Duty Statement.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the Duty Statement.

Special Requirements

Transcripts or Diplomas are optional and may be required to meet minimum qualifications.

Application (STD 678) is Required.

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.
• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.
• Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only.
• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

If selected for hire , you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

Analyst I Bulletin / Analyst II Bulletin

For more information about the State hiring process, click here. To watch tutorials on how to apply for a State job, click here.