CCC Quality Assurance Supervisor (Vansant)

Commonwealth of VA Careers; Vansant (VA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Paid leave

13 paid state holidays per year

Health, dental, vision, and life ins.

Retirement plans (401a Cash Match and

Public Service Loan Forgiveness (PSLF)

Job summary

The Virginia Employment Commission (VEC) seeks a dynamic CCC Quality Assurance Supervisor to lead and strengthen the QA program for UI and PFML customer contact operations. You will guide and develop a team of QA professionals, ensure consistent evaluation standards, and maintain the agency’s Quality Management System to support accuracy and service excellence.

In this role, you will oversee daily QA operations, conduct calibration sessions, refine scoring tools, and collaborate with Training,

Qualifications

• Comprehensive understanding of UI or PFML program rules and call center operations.
• Basic understanding of QA principles and scoring.
• Strong proficiency in supervising, coaching, and supporting performance improvements for staff.
• Experience leading staff, interpreting complex program requirements, maintaining consistent QA standards, and identifying performance gaps.
• Strong proficiency in calibration, data analysis, reporting, documentation review, communication, and cross functional collaboration.

Responsibilities

• Lead and strengthen the QA program for UI and PFML customer contact operations.
• Oversee daily QA operations, calibration sessions, and refinement of scoring tools.
• Collaborate with Training, Operations, and call floor leadership to identify trends and drive improvements.

Skills

QA supervision

UI PFML rules

Call center operations

Calibration data analysis

Staff coaching

Tools

QMS platforms

QA tools

Call recording systems

Reporting dashboards

Job description

Title: CCC Quality Assurance Supervisor (Vansant)

State Role Title: Prog Admin Specialist II

Hiring Range: Commensurate to $75,000

Pay Band: 5

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://www.vec.virginia.gov/

Recruitment Type: General Public - G

Job Duties

The Virginia Employment Commission (VEC) is seeking a dynamic Customer Contact Center (CCC) Quality Assurance Supervisor to lead and strengthen the Quality Assurance (QA) program for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) customer contact operations. In this role, you will guide and develop a team of QA professionals, ensure consistent application of evaluation standards, and maintain the agency’s Quality Management System to support accuracy and service excellence. You will oversee daily QA operations, conduct calibration sessions, refine scoring tools, and collaborate closely with Training, Operations, and call floor leadership to identify performance trends and drive continuous improvement. This position also analyzes QA data to inform decision‑making, supports compliance with program requirements, and contributes to a high‑quality customer experience across the contact center.

Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission‑driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career.

The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

We offer 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); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

Minimum Qualifications

• Comprehensive understanding of UI or PFML program rules and call center operations.
• Basic understanding of QA principles and scoring.
• Strong proficiency in supervising, coaching, and supporting performance improvements for staff.
• Experience leading staff, interpreting complex program requirements, maintaining consistent QA standards, and identifying performance gaps.
• Strong proficiency in calibration, data analysis, reporting, documentation review, communication, and cross functional collaboration.

Additional Considerations

• Experience in UI, PFML, or other regulatory service environment.
• Experience leading QA programs, developing scoring models, or conducting calibration sessions.
• Proficiency with QMS platforms, QA tools, call recording systems, and reporting dashboards.
• Strong analytical skills with the ability to interpret data and identify trends.
• Experience collaborating with Training, Operations, and call floor leadership to improve service quality.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.

The VEC does not accept applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé are complete with duties and skills associated with your work experience.

The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.

Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.

A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.

For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: VEC Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: [e-mail] for recruitment related questions. Emailed applications, résumés, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service‑Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.