ES Benefit Specialist 3: LCD Quality Assurance/Internal Only-Dual Language-Spanish

State of Washington; Washington; Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Flexible work schedules

Teleworking opportunities

Job summary

State of Washington’s Employment Security Department seeks a seasoned Benefits Specialist 3 – Quality Assurance Specialist to ensure accurate PFML determinations, with strong analytical judgment and commitment to equitable, customer-centered service. The role focuses on reviewing complex casework for accuracy and compliance, identifying trends, and providing actionable recommendations.

It is mainly virtual with occasional in-person trainings and meetings, supporting a collaborative,

Qualifications

• Quality assurance and case review skills to assess accuracy and completeness.
• Ability to audit and ensure compliance with state requirements.
• Strong reporting and communication skills, including in writing.
• Subject matter expertise in PFML/Leave programs and related regulations.
• Advisory and strategic planning to recommend procedural improvements.

Responsibilities

• Analyze and evaluate records of assigned cases for completeness and correctness.
• Plan and conduct quality assurance reviews of Leave and Care Specialist work and evaluate results for compliance with state laws, regulations, and policies.
• Make definitive determinations of program eligibility, timelines, accuracy, completeness, and compliance.

Skills

Quality Assurance

Audit & QA Expertise

Reporting & Communication

Subject Matter Expertise

Advisory & Strategy

Education

Six years of equivalent education/experience

Associate's degree in health, social science, public administration, business administration, accounting, law, or related field

Bachelor's degree in health, social science, public administration, business administration, accounting, law, or related field

Master's degree in health, social science, public administration, business administration, accounting, law, or related field

1 year as ES Benefits Specialist 2 or equivalent experience

Job description

This position is also only open to internal Employment Security Department employees.

This is a Dual Language position. The incumbent must be able to communicate effectively in person, via telephone and in writing in Spanish.

This position is mainly virtual but may be required to come into the office for occasional trainings and meetings as requested.

The ideal candidate for the ES Benefits Specialist 3 - Quality Assurance Specialist role is a detail-driven professional who brings strong analytical judgment and a deep commitment to equitable, customer-centered service.

They excel at reviewing complex Paid Family and Medical Leave casework for accuracy, completeness, and compliance, ensuring that every determination reflects correct application of state and federal requirements. They are skilled at evaluating nuanced eligibility factors, validating evidence, and producing clear, well-supported conclusions that strengthen trust in the program and uphold ESD's mission of improving economic security for Washington workers.

This candidate thrives in a collaborative environment where quality, consistency, and continuous improvement are core values. They are adept at identifying trends, gaps, and error patterns, and they translate those insights into actionable recommendations for supervisors, trainers, and operational partners. They communicate findings clearly - both verbally and in writing, including in Spanish, and they contribute meaningfully to shared understanding of policies, procedures, and best practices across units such as Training, Policy, Appeals, and Compliance. Their ability to provide constructive feedback and propose strategic improvements helps elevate overall program performance.

Equally important, the ideal candidate is adaptable, engaged, and eager to support the broader Leave and Care Operations team. They participate in trainings, special projects, outreach events, and team initiatives with professionalism and a growth-oriented mindset. They are comfortable assisting colleagues, backing up team leads when needed, and contributing to a positive, customer-focused culture. Their blend of quality assurance expertise, subject-matter knowledge, and commitment to equitable service makes them a trusted partner in delivering accurate, timely, and compassionate PFML benefits to Washington families.

Quality Assurance Reviews for Leave and Care Specialists. This Includes:

• Analyzes and evaluates records of assigned cases for completeness and correctnes
• Coordinates, plans, and conducts quality assurance reviews of Leave and Care Specialist work and evaluates results for compliance with state laws, regulations, and policies
• Makes definitive determination of program eligibility, timelines, accuracy, completeness, and compliance

Identifies areas of improvement in performance and/or quality and makes recommendations to Managers, Operations process coordinators, Supervisors and trainers. This includes:

• Prepares comprehensive reports of findings and conclusions
• Makes recommendations for strategies and changes to program and processes to maintain consistent compliance and to reduce the number of errors
• Provides recommendations for training opportunities and identified knowledge gaps

Training, special projects and other projects. This includes:

• Attends trainings, including unit meetings and all-staff meetings
• Completes special projects and assignments as assigned
• Provides assistance and/or backup to staff as needed and/or directed

• 6 years of equivalent education/experience of the required experience below
• OR 1 year as an ES Benefits Specialist 2
• OR 1 year of experience equivalent to the ES Benefits Specialist 2 with another state that administers tax programs
• OR An associate's degree in a health, social science, public administration, business administration, accounting, law, or a related field AND 4 years of the required experience below
• OR Bachelor's Degree in a health, social science, public administration, business administration, accounting, law, or a related field AND 2 years of the required experience below
• OR A Master's degree in a health, social science, public administration, business administration, accounting, law, or a related field AND 1 year of the required experience below
• Must be able to communicate effectively in person, via telephone and in writing in Spanish.

Required equity competencies:

• The ability to take action to learn and grow
• The ability to take action to meet the needs of others

The required experience includes:

• Quality Assurance & Review Skills: Ability to assess and ensure accuracy in casework
• Audit & Quality Assurance Expertise: Proficiency in conducting thorough evaluations of casework
• Reporting & Communication Skills: Ability to communicate audit findings effectively
• Subject Matter Expertise: Proficiency in navigating intricate claim matters
• Advisory & Strategic Planning Skills: Ability to recommend procedural improvements

Special Requirements/Conditions of Employment:

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Caleb Baldwin or at 253-306-2999 or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact [e-mail] or [phone] or toll free [phone], Washington Relay 711.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

This Organization Participates in E-Verify