Quality Assurance Specialist; UI

Overview

DES Unemployment Insurance (UI) QA Specialist – Call Center
Full Time | Remote | Arizona Department of Economic Security (DES)

Who we are?

At Valor Global, our people are our greatest strength, forming the foundation of every exceptional experience we deliver. Guided by our core values—Exceed Expectations, Admire People, and Be Passionate About Making a Difference—we foster a culture where individuals are encouraged to unlock their full potential. We don’t just support professional growth—we help team members bring their ambitions to life. Through values-driven programs and a purpose-filled environment, our people grow, uplift one another, and shape careers that are both meaningful and lasting.

That’s why so many choose to stay and thrive as part of the Valor family.

The Quality Assurance (QA) Specialist evaluates the accuracy, compliance, and customer service performance of UI call center agents. This role ensures that calls, documentation, and case handling meet DES standards, federal guidelines, and program expectations. The QA Specialist provides clear, actionable feedback to support agent development and improve the overall customer experience.

• Monitor and evaluate inbound and outbound UI calls for accuracy, professionalism, and adherence to DES policies
• Review case notes, documentation, and system entries to ensure compliance with state and federal UI requirements
• Score interactions using established QA rubrics and quality standards
• Identify trends, skill gaps, and training opportunities across the team
• Provide detailed, constructive feedback to agents and leadership to support performance improvement
• Partner with trainers and supervisors to refine coaching plans, training materials, and job aids
• Assist in calibration sessions to ensure scoring consistency across QA and leadership teams
• Track and report quality metrics, patterns, and opportunities for process improvement
• Maintain confidentiality and ensure all evaluations align with DES, state, and federal guidelines
• Support special audits, quality initiatives, and program updates as needed

• Experience in quality assurance, call monitoring, or performance evaluation in a call center environment
• Strong understanding of customer service standards; UI or DES program experience preferred
• Ability to interpret policies, identify errors, and provide clear, actionable feedback
• Excellent attention to detail, analytical thinking, and documentation skills
• Strong communication skills with the ability to deliver feedback professionally and constructively
• Comfortable working in a remote environment and navigating multiple systems
• High school diploma or equivalent; additional education or certifications a plus

• Remote role requiring a quiet, secure workspace
• Must have reliable internet and the ability to use DESapproved equipment
• Training and ongoing development provided

• Minimum internet speed: 25 Mbps download / 5 Mbps upload
• Preferred internet speed: 50 Mbps download / 10 Mbps upload
• Jitter threshold:
  Should be 15ms or lower — higher jitter may result in voice and streaming issues
• Speed test recommendation:
  Candidates may be asked to complete a test using a provided link to verify connection quality
• Valor Global will provide equipment (loan basis)
• Basic computer literacy:
  Comfortable using MS operating systems (Windows) and navigating settings
• Troubleshooting mindset:
  Able to diagnose and resolve basic tech issues independently
• Confident using browsers, search engines, and understanding online safety

• Medical, Dental and Vision plans will start on the first of the month following hire date
• Semi-monthly pay with monthly commission bonus potential
• 401K with matching up to 4%
• Employee assistance program and Valor Helps
• Employee Referral Program
• Paid training

• Employment is contingent upon successfully passing a comprehensive background check
• All candidates must undergo and pass a thorough background screening, which may include verification of employment history, education, criminal records, and other relevant checks

Equal Employment Opportunity Statement:
We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable federal, state, or local laws.