QUALITY ASSURANCE MANAGER - 72002621

Requisition No: 838067 

Agency: Management Services

Working Title: QUALITY ASSURANCE MANAGER - 72002621

 Pay Plan: SES

Position Number: 72002621 

Salary:  $62,386.31 - $69,092.92 

Posting Closing Date: 10/04/2024 

Total Compensation Estimator Tool

Quality Assurance Manager – SES

Division of Retirement/ Contact Center

State of Florida Department of Management Services

This position is located in Tallahassee

Position Overview and Responsibilities:

• Supervises multiple employees in various positions from part time OPS employees up to and including Analyst II employees to ensure the accomplishment of the goals and objectives of the Contact Center. 
• Coordinates the daily activities of the Contact Center Quality Assurance team to ensure world class customer service is achieved. Responsible for the accurate monitoring and evaluation of Member Services Advocate (MSA) and Analyst inbound call and email interactions, and the proper reporting of monthly monitoring scores to Contact Center Administrators for evaluations. Works with the Contact Center Management Team and Training Team to determine trends in staff professionalism, security, and information accuracy to determine if additional training is required.
• Ensures accurate Contact Center statistics are generated, compiled, analyzed and distributed in prescribed formats to management.  Reviews daily, weekly, and monthly individual MSA and Analyst statistics to determine performance trends and opportunities for improvement.
• Responsible for managing staffing resources and supporting the division’s goal of timely filling vacant positions. Recruits, interviews, selects, hires and promotes persons for the Contact Center within the Division’s time frames.
• Reports all telephony issues in a timely and accurate manner.  Submits tickets to the appropriate parties for resolution.
• Works closely with the Division of Retirement’s Information Technology Project Managers and contracted technology vendors to ensure smooth transition and testing of applicable new software, and acts as a subject matter expert for aforementioned software.
• Works closely with the Contact Center team to create a positive, motivating work environment so each employee has the tools, training, and desire to meet or exceed their SMART expectations.
• Measures, reviews, scores, and documents MSA’s and Analyst’s job performance. Meets individually with direct reports on a regular basis regarding their performance. This includes reviewing attendance, short- and long-term goals, strengths and weaknesses, areas for improvement, and identifying areas of growth for promotional opportunities. Provides overview of how staff are measuring up to their SMART expectations and provides strategies to achieve improvement.
• Identifies employee patterns of below standard performance and violations of Division of Retirement and DMS policies and procedures. If patterns are identified, works in conjunction with HR to assemble written improvement plans and / or take the appropriate disciplinary actions to promote employee improvement. 
• Prioritizes work and delegates responsibility of assignments to ensure accuracy, efficiency and completion of work by deadlines. 
• Participates in the preparation, writing and utilization of new hire packages, position descriptions and performance appraisals.
• Routinely visits the Contact Center to familiarize with staff and provide in-person feedback when necessary.
• Continuously works to increase and improve Florida retirement knowledge and become proficient with answering all incoming call queues to the Contact Center. 
• Evaluates and implements procedures within the Contact Center due to changes in statutes and/or rules, or as directed by Division leadership. Participates in creating and writing Legislative Budget Requests and Benchmarking for the Division Director and other special projects as assigned.
• Participates in the preparation, writing and utilization of new hire packages, interviewing candidates, creating position descriptions and performance appraisals.
• Works with representatives from other bureaus in the Division, other areas of the department, or other agencies to resolve issues relating to active and retired members and employers served by the Contact Center.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Ability to supervise people; determine work priorities.

• Knowledge of FRS statues and rules.  Ability to understand and apply applicable rules, regulations, policies, and procedures relating to retirement programs.
• Knowledge of the principles and techniques of effective communication.
• Knowledge of contact center software.
• Communicating effectively with others in writing.
• Identifying the nature of problems and recommend solutions.
• Knowledge of policies and practices involved in personnel and human resource procedures.
• Knowledge of principles and processes involved in business and organizational management. This includes strategic planning, resource allocation, leadership techniques and organizational change management.
• Ability to organize data into logical format for presentation in reports, documents and other written materials.
• Ability to utilize problem solving techniques.
• Ability to plan, organize and coordinate work assignments.
• Using logic and analysis to identify the strengths and weaknesses of different approaches.
• Ability to work independently and as a team.
• Ability to establish and maintain effective working relationships with others.
• Honest, loyal, team work oriented, great communication skills, a positive attitude and perception and professional respect for teammates.
• Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork.

Minimum Qualifications:

• Seven years of professional experience in the areas of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics and personnel.
• A postsecondary degree may be used as an alternative for years of direct experience.
• Supervisory experience a plus.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Pedro Allende and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Division of Retirement:

The mission of the Division of Retirement (division) is to deliver a high quality, innovative, and cost-effective retirement system. The division currently has 225 full-time retirement staff and manages a FY 2024-25 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fourth largest state retirement system in the US with more than 2.7 million active, retired, and terminated vested and non-vested members and $187.2 billion in assets. The division pays out $12.9 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.5 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members. 

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferrable skills that veterans and individuals with disabilities bring to the workforce.  Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses:
DMS.Ability@dms.fl.gov
DMS.Veterans@dms.fl.gov
An individual with a disability is qualified if he or she satisfies the skills, experience, and other job related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of background screening will be required for this position.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.