QUALITY ASSURANCE RETIREMENT SPECIALIST - 72002535

Requisition No: 855875 

Agency: Management Services

Working Title: QUALITY ASSURANCE RETIREMENT SPECIALIST - 72002535

 Pay Plan: Career Service

Position Number: 72002535 

Salary:  $43,843.80 

Posting Closing Date: 07/11/2025 

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Quality Assurance Specialist
Division of Retirement
State of Florida Department of Management Services
This position is located in Tallahassee, FL

Position Overview and Responsibilities:

This position involves highly complex and technical work analyzing incoming phone calls and emails to the Division of Retirement.  The incumbent exercises considerable judgment under the general supervision of an administrative supervisor.  The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws.  The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.  Duties and responsibilities are as follows:

Conduct quality assurance reviews from random samplings of all business processes within the Contact Center. Monitor inbound phone calls and emails answered by Member Service Advocates (MSAs) to be used for monthly/quarterly/yearly evaluations as directed by management.  Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations. Feedback on MSA communications will include:

•    Requisite call procedures, proper phone etiquette, best practices in customer service, tone and communication, and handling of a variety of types of calls and emails including escalated callers
•    Assess calls for accuracy of information and efficiency of information delivery
•    Evaluate proper use of email articles and escalation procedures 
•    Proper escalation of calls if additional support is needed: calling Contact Center support desk, Administrator on call, or the individual bureaus support desks
•    Proper and efficient use of division software and hardware

Additionally, this position reviews daily, weekly, and monthly individual MSA statistics to determine performance trends and evaluates processes to determine compliance with established procedures and applicable rules/statutes. Prepares reports of findings and recommends business process improvements, staff training needs, or statutory updates.

•    Work closely with management to offer solutions for increasing productivity and writing effective coaching opportunities without any bias. Identify training opportunities and inform analysts. Attend some Contact Center and Operations meetings and keep up to date on policy and procedure changes within the Division of Retirement. Work with the Training Team to ensure appropriate information and training is disseminated to the Contact Center employees. Be considered as a Subject Matter Expert (SME) for all technology utilized by the Contact Center.

•    Responsible for compiling and sending KUDOS, ensure that CMS TV is up and running daily, and compile/hand out stars for calls monitored as 100%.

•    Assists with Contact Center call queue coverage as needed.

•    Perform other duties as required.

Knowledge, Skills, and Abilities:

Knowledge of the principles and techniques of effective verbal, in person and written communication and basic arithmetic. Ability to effectively review data for accuracy; identify errors and take corrective action; collect, evaluate, analyze, and verify data relating to retirement benefits; train others; understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits; organize data into logical format; utilize problem solving techniques; work independently; plan, organize and coordinate work assignments; and establish and maintain working relationships with others. Ability to operate a personal computer with efficiency in the Microsoft Office Suite.

Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork

Minimum Qualifications:

•    A bachelor's degree from a college or university and 2 years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination thereof
•    Professional experience in the areas described or any combination of the above, can substitute on a year-for-year basis for the required college education 
•    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.”

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.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.