Impactful QA Supervisor - Public Service Call Center

Commonwealth of VA Careers; Vansant (VA); Vor Ort; USD 70.000 - 85.000; Vollzeit

Benefits dieser Stelle

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)

Zusammenfassung

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,

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

QA supervision

UI PFML rules

Call center operations

Calibration data analysis

Staff coaching

Tools

QMS platforms

QA tools

Call recording systems

Reporting dashboards

Jobbeschreibung

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,