CCC Quality Assurance Supervisor; Vansant

Title: CCC Quality Assurance Supervisor (Vansant)

State Role

Title:

Prog Admin Specialist II

Hiring Range: Commensurate to $75,000

Pay Band: 5

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://(Use the "Apply for this Job" box below)./

Recruitment Type: General Public - G

The Virginia Employment Commission (VEC) is seeking a dynamic Customer Contact Center (CCC) Quality Assurance Supervisor to lead and strengthen the Quality Assurance (QA) program for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) customer contact operations. In this role, you will guide and develop a team of QA professionals, ensure consistent application of evaluation standards, and maintain the agency’s Quality Management System to support accuracy and service excellence.

You will oversee daily QA operations, conduct calibration sessions, refine scoring tools, and collaborate closely with Training, Operations, and call floor leadership to identify performance trends and drive continuous improvement. This position also analyzes QA data to inform decision‑making, supports compliance with program requirements, and contributes to a high‑quality customer experience across the contact center.

Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments.

The VEC values innovation, collaboration, and public service, providing a mission‑driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career.

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. Ameri Corps, Peace Corps, and other national service alumni are encouraged to apply.

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.

• Comprehensive understanding of UI or PFML program rules and call center operations.
• Basic understanding of QA principles and scoring.
• Strong proficiency in supervising, coaching, and supporting performance improvements for staff.
• Experience leading staff, interpreting complex program requirements, maintaining consistent QA standards, and identifying performance gaps.
• Strong proficiency in calibration, data analysis, reporting, documentation review, communication, and cross functional collaboration.

• Experience in UI, PFML, or other regulatory service environment.
• Experience leading QA programs, developing scoring models, or conducting calibration sessions.
• Proficiency with QMS platforms, QA tools, call recording systems, and reporting dashboards.
• Strong analytical skills with the ability to interpret data and identify trends.
• Experience collaborating with Training, Operations, and call floor leadership to improve service quality.

You will be provided a confirmation…