QUALITY ASSURANCE RETIREMENT ANALYST II - 72002702 1

Requisition No: 863690 

Agency: Management Services

Working Title: QUALITY ASSURANCE RETIREMENT ANALYST II - 72002702 1

 Pay Plan: Career Service

Position Number: 72002702 

Salary:  $42,995.68 - $49,714.08 

Posting Closing Date: 10/31/2025 

Total Compensation Estimator Tool

Retirement Analyst II
Division of Retirement/Quality Assurance
State of Florida Department of Management Services
This position is located in Tallahassee, FL

Internal Agency Only

 

Position Overview and Responsibilities:

This is a highly complex and technical work in the analysis of retirement accounts.  The incumbent exercises considerable judgment under the general supervision of an administrative supervisor.  The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws.  The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

 

Duties and responsibilities are as follows:

Conduct quality assurance control reviews from random samplings of all business processes within the Contact Center. Monitor inbound phone calls and emails answered by Member Service Advocates (MSAs) and Team Leads (TLs) to be used for monthly/quarterly evaluations and as directed by management.  Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations. Feedback on MSA and TL communications will include:

 

• Information on call procedures, proper phone etiquette, best practices in customer service, tone and communication, and handling of a variety of types of calls and emails including difficult callers.
• Was the information provided in an accurate and efficient manner in which the member or stakeholder was able to understand:
• Adding retirees to the Retired Payroll, benefit deductions for insurance premium and federal income tax withholding, direct deposit and the retiree Health Insurance Subsidy benefit
• DROP termination for processing DROP termination verification and payouts forms, changes during DROP participation and refund of employee contributions
• Survivors Benefits, including reporting a member’s passing, estimates and final retirement calculations
• Disability Benefits, including estimates and final retirement calculations
• Calculation of member estimates, including estimates with DROP participation, final retirement calculations, including DROP participation, employee contributions, total service credit, vesting, and purchase of optional service credit
• Enrollment of members and employers into the FRS and determination of eligibility for Special Risk Class membership
• Payroll reports and contributions (both employer and employee), invoicing
• Use of FRS Online by active and retired members, payees, and employers
• Other general questions
• If proper use of email articles and escalation procedures were followed
• Proper escalation of calls if additional support is needed: calling Contact Center support desk, Administrator on call, or the individual bureaus support desks
• Use of the following software and hardware: IRIS, Microsoft CRM, Microsoft Teams, Outlook, Avaya EMC, Retirement’s Knowledge Base, Retirement’s websites, Contact Center’s “CC Info Hub” network folder, Contact Center headsets, and Right Fax, including becoming a Subject Matter Expert on technology
• Prepares biweekly reports of all findings and monitoring scores for the entire Contact Center and individual MSAs; insures justification for scores are included on the monitor sheets

 

Create statistical data reports used for individual employee evaluations and the Contact Center as a whole. Work with management to ensure Contact Center statistics are generated, compiled, and analyzed in prescribed formats.  Reviews daily, weekly, and monthly individual MSA and TL statistics to determine performance trends and o