Public Benefits QA Analyst - Call Center

County of Contra Costa; California (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

County of Contra Costa is seeking a Quality Assurance Monitor to support the Medi-Cal and CalFresh Service Center within the EHSD Workforce Services Bureau. You will evaluate calls for accuracy and service quality, analyze data, and identify trends to drive improvements.

The role requires clear written and verbal communication, confidentiality, and collaboration with supervisors and cross-functional partners to calibrate tools, review standards, and support program integrity.

Qualifications

• Experience reviewing CalFresh, Medi-Cal or other public assistance eligibility.
• Experience performing quality assurance, call monitoring, or performance evaluation.
• Experience interpreting regulations, policies, and procedures.

Responsibilities

• Reviewing and evaluating customer calls for accuracy, service quality, and adherence to procedures.
• Compiling and analyzing evaluation results, data, and feedback to identify trends.
• Preparing reports to help management understand performance and prioritize improvements.
• Partnering with supervisors to share findings, support coaching, and track actions.
• Interpreting changes in program requirements and assessing impact on quality standards.

Skills

Analytical thinking

Attention to detail

Public assistance knowledge

Confidentiality

Oral & written communication

Collaboration

Data reporting

Education

60 semester units or 90 quarter units with related fields

Tools

CalSAWS

Call center technology

Microsoft Excel

Job description

County of Contra Costa is seeking a Quality Assurance Monitor to support the Medi-Cal and CalFresh Service Center within the EHSD Workforce Services Bureau. You will evaluate calls for accuracy and service quality, analyze data, and identify trends to drive improvements.

The role requires clear written and verbal communication, confidentiality, and collaboration with supervisors and cross-functional partners to calibrate tools, review standards, and support program integrity.