Quality Assurance & Coaching Lead, Child Support Ops

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

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.