Quality Assurance Specialist (McAllen)

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 400 East Hackberry Ave.

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\:
You are an experienced customer service professional with knowledge of UI claims processing and UI adjudications. The UI Quality Assurance Specialist (Quality Assurance Specialist I) performs routine (journey-level) quality assurance work. Work involves planning, developing, and administering internal quality assurance and compliance activities. 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.
- Serve our customers, other staff, groups, and situations with quality and timely customer service in accordance with TWC’s mission, vision, and philosophy.
- May 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.
- Work under general supervision, with moderate latitude for the use of initiative and independent judgment.
- Perform related duties as needed.

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.
- Experience in UI claims processes.
- Microsoft Office (Word, Outlook, Excel and PowerPoint), CAST, FileNet, DocMan and general word processing skills.
- Bilingual; English/Spanish

YOU GAIN\:
- A Family Friendly Certified Workplace
- Competitive salary\: $3,900.82 /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.

Security sensitive position. Criminal background checks to be conducted on final candidate. Duty requires up to 20% travel (within the state of Texas) and the ability to lift 15 pounds. This is a career ladder position with the opportunity to advance within the established career ladder structure after meeting minimum qualifications, competency requirements, and time in position. Works 40 hours a week during hours of operation Monday through Friday 8\:00 AM-5\:00 PM. Occasional overtime evenings, weekends, and holiday work may be required. Management will set schedule. Skills test, interview, and written exercise will be part of the selection process.

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 on Taleo (Job Search). 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.