Quality Assurance Analyst I​/II

Analyst I/II Quality Assurance Unit

Join Our Team as an Analyst I/II within the Quality Management Group, Command Center Division. The Disability Insurance Branch (DIB) is looking for a forward-thinking, passionate, detail-oriented leader to join our Workload Optimization Division ("Command Center") as a Quality Assurance Unit Analyst. The Quality Assurance Units play a vital role in supporting DIB management by performing analytical and sensitive tasks to support the quality assurance goals and objectives of the Quality Assurance Section.

The Quality Assurance Units are responsible for conducting reviews of our Customer Service Center (CSC) and our Claim Management Office (CMO) workload and producing the analytics, reporting, and insights required to drive an industry-leading quality assurance program.

Under the Supervisor I, the Quality Assurance Unit Analyst works closely with staff and management from the DI Branch Divisions for the administrative, evaluation, and monitoring functions of quality assurance management (e.g., reviewing and analyzing data to improve customer service models, identifying common customer and staff issues, standardizing communication practices, evaluating policies and procedures, etc.). This includes but is not limited to: conducting Recorded Call Evaluations, Process Evaluations, Quality Sample Reviews, Quality Improvement Reviews, and other activities related to ensuring our quality standards are met throughout the Branch.

The incumbent must have the ability to work in a fast-paced environment and possess strong communication skills (written and verbal), as they will be responsible for providing time-sensitive information to stakeholders across the DIB and will communicate the implementation of quality assurance management initiatives. The incumbent interacts directly with a variety of management levels, project team members, internal stakeholders, and vendors to provide quality assurance management and customer service across the DI Branch.

This position is headquartered in the Central Office in Sacramento. Will consider candidates who are located throughout the State of California. This position allows for a hybrid telework schedule, which is subject to change, under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telework. Employees are required to report to their headquarters office, for their in-office days.

Employees may be assigned to report to another DI office closer to their California residence. Travel expenses to and from the assigned headquarters/office are the responsibility of the employee.

Package documents will be screened, and only the most qualified applicants will be selected to move forward in the selection process. Applicants who do not submit the required items on time may not be considered.

A Statement of Qualifications (SOQ) is required.

NOTE:

The SOQ is a narrative of how the candidate's education, training, experience, and skills qualify them for this opportunity. The SOQ serves as a documentation of each candidate's ability to present information clearly and concisely. A cover letter or resume is not an acceptable Statement of Qualifications.

The candidate will be required to live in California and report to the nearest DIB office for their in-office days. You will find additional information about the job in the Duty Statement.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please visit the California Department of Human Resources (CalHR) website.

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