Quality Assurance Specialist (Fort Worth)

WHO WE ARE\:
Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide. We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits. This position is located at 301 W 13th St, Fort Worth, Texas.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE\:
An experienced UI professional with excellent written and verbal communication skills who can mentor staff and evaluate other’s work in taking UI claims and investigating unemployment insurance non-monetary determinations to ensure quality and conformance to guidelines and policy.

WHAT YOU WILL DO\:
The Quality Assurance Specialist I will perform routine (journey-level) quality assurance work. This position works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO\:
- Evaluate employees’ handling of customer service calls in accordance with Optimized Performance guidelines.
- Evaluate employees’ work in processing and investigating UI claims.
- Score non-monetary determinations for quality in accordance with quality requirements of the US Department of Labor (USDOL) and the Employment and Training Administration, ETA 301.
- Provide technical and program assistance to Customer Service Representatives and UI Claims Examiners.
- Conduct training as directed and mentor staff regarding UI program actions as part of the employees’ development.
- Adhere to telephone schedule and strict deadlines as outlined by team supervisor.
- Adhere to agency rules, policies, and procedures.
- Perform other duties as assigned.

YOU QUALIFY WITH\:
- Six months of full-time experience in social service financial eligibility determination, auditing, or investigating work
- Relevant academic credits may be applied toward experience qualifications for this position.
- Acceptance into a TWC Internship or TWC Apprenticeship will satisfy the minimum qualifications.

YOU ARE A GREAT FIT WITH\:
- Experience in evaluating non-monetary determinations and customer service calls in a UI Tele-center preferred.
- Experience in UI claims processes strongly preferred.
- Service to our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC’s mission, vision, and philosophy.
- Microsoft Office (Word, Outlook, Excel, Access, and PowerPoint), CAST, FileNet, DocMan and general word processing skills preferred.
- Bilingual; English/Spanish preferred, not required.

YOU GAIN\:
- A Family Friendly Certified Workplace
- Competitive salary\: $3900.82/month
- Defined Retirement Benefit Plan
- Optional 401(k) and 457 accounts
- Medical Insurance
- Paid time off, including time for vacation, sick and family care leave
- Additional benefits for active employees can be found at https\://www.ers.texas.gov/Active-Employees/Health-Benefits

Duty involves up to 10% travel within the state of Texas.

VETERANS\:
Use your military skills to qualify for this position or other jobs! Go to www.texasskillstowork.com to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets. Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser\: https\://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ComplianceInspectionandInvestigation.pdf.

HOW TO APPLY\:
To be considered, please complete a State of Texas Application for Employment and apply in Taleo. TWC is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.