Customer Contact Center Quality Assurance Senior Specialist (Vansant, Agency Employees Only)

Title: Customer Contact Center Quality Assurance Senior Specialist (Vansant, Agency Employees Only) State Role Title: Policy Planning Spec I Hiring Range: Commensurate to $66,000 Pay Band: 4 Agency: Virginia Employment Commission Location: VANSANT CCC Agency Website: Recruitment Type: Agency Employee Only - A Job Duties The Virginia Employment Commission (VEC) is seeking a Customer Contact Center (CCC) Quality Assurance Senior Specialist to perform advanced quality review and program evaluation for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs. This role reviews complex customer interactions, scores calls and documentation for accuracy, identifies trends and compliance issues, and summarizes findings to support quality improvement efforts. The Senior Specialist also collaborates with Training on curriculum updates, participates in calibration sessions to ensure scoring consistency, assists staff with questions, and serves as the point of contact when the supervisor is unavailable. Join the VEC and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s UI benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer Paid Family and Medical Leave (PFML). Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most. We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer. If you’re motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter! Minimum Qualifications Strong understanding of UI and PFML program policies, eligibility rules, documentation standards, call center operations, quality review methods, and multi system workflows. Advanced analytical, evaluation, communication, and documentation skills, with proficiency in QA tools, reporting platforms, call center systems, and Microsoft Office applications. Ability to review complex cases, support calibration, interpret program rules, identify trends, assist staff with questions, manage priorities, and serve as a reliable point of contact when the supervisor is unavailable. Additional Considerations Experience conducting QA evaluations in a high-volume contact center environment. Ability to identify trends and translate findings into actionable insights. Strong interpersonal skills and the ability to support coaching conversations. Demonstrated consistency in scoring and calibration alignment. Comfort working with data, dashboards, and performance metrics. Adaptability to frequent policy, system, and workflow changes. High level of professionalism, discretion, and attention to detail. Application Eligibility & Requirements The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US. The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check. Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information. A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate. The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at View phone number on click.appcast.io. Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process. Contact Information Name: VEC Human Resources / Recruitment Email: View email address on click.appcast.io #J-18808-Ljbffr Commonwealth of VA Careers