Senior Quality Assurance Analyst

Analyst II - Quality Assurance Team

This position is being re-advertised. Those who have previously applied are still being considered and do not need to reapply. The CalSTRS Customer Service Division is seeking a motivated individual to work as an Analyst II on the Quality Assurance Team. Customer Service is the first point of contact for CalSTRS' members, benefit recipients, and other constituents. Through multiple communication channels which include telephone, secure messaging, and written correspondence, the contact center is responsible for providing excellent member service through accurate, consistent, complete, and timely responses to each inquiry. The Quality Assurance Unit collaborates with the Contact Center and production staff to achieve Customer Service's performance objectives and maximize member satisfaction. Under the direction of the Quality Assurance Manager (Supervisor I), the Analyst II operates as the Senior Quality Assurance Analyst and is responsible for independently reviewing and analyzing customer contact interactions for Customer Service staff. The Senior Quality Assurance Analyst acts as a lead, independently analyzes the more complex quality assurance performance data, and recommends process changes and other solutions to improve member service.

The ideal candidate will possess the following skills:

• Experience in monitoring and evaluating customer interactions
• Experience mentoring, coaching, or training
• Ability to handle multiple priorities and deadlines
• Experience in making recommendations on analysis conducted in identifying drivers impacting quality results
• Flexible and adaptable to ever changing business priorities
• Experience in using quality monitoring systems
• Experience in reporting and ability to analyze data trends
• Ability to provide constructive feedback

Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position. In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees' monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts. Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.

You will find additional information about the job in the Duty Statement.