Child Support Case Processing Quality Assurance Specialist - 73004815

Business and Financial Operations; Tallahassee (FL); On-site; USD 55,000 - 70,000; Full time

Job summary

The Florida Department of Revenue's Child Support Program in Tallahassee is seeking an Operations Analyst II to enhance quality assurance, guide team members, and conduct research to resolve case issues. This internal agency role supports the mission of ensuring children receive financial support through collaborative teamwork.

The position emphasizes thorough analysis, cross-team collaboration, and effective communication to maintain accurate and timely case handling within the agency.

Qualifications

• Experience coaching, mentoring, or instructing others.
• Experience performing quality reviews for accuracy and timeliness.
• Experience interacting with customers via chat or contact center phone systems.
• Experience researching and analyzing information to make decisions.
• Experience communicating effectively to diverse audiences.

Responsibilities

• Perform quality assurance reviews on case processing to ensure accuracy and timeliness.
• Provide guidance and mentorship to team members on process and best practices.
• Conduct targeted research to resolve case issues and support decision-making.
• Collaborate with internal teams to support the child support program's mission.

Skills

Coaching

Quality reviews

Research

Communication

Job description

This position with the Florida Department of Revenue's Child Support Program performs quality assurance reviews, provides guidance to team members, and conducts research to resolve case issues. The role supports the child support program's mission of helping children receive financial support while working collaboratively with internal teams. This is an internal agency advertisement for an Operations Analyst II based in Tallahassee.

Key qualifications

• Currently employed with the Florida Department of Revenue
• One year of experience coaching, mentoring, or instructing others
• One year of experience performing quality reviews to ensure accuracy and timeliness
• Two years of Child Support Program experience interacting with customers via chat or contact center phone system
• Two years of experience conducting research and analyzing information to make decisions
• Two years of experience in effective communication through multiple methods to diverse audiences