QUALITY ASSURANCE RETIREMENT SPECIALIST - 72002535

Requisition No: 855875 

Agency: Management Services

Working Title: QUALITY ASSURANCE RETIREMENT SPECIALIST - 72002535

 Pay Plan: Career Service

Position Number: 72002535 

Salary:  $43,843.80 

Posting Closing Date: 07/11/2025 

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

 

Position Overview and Responsibilities:

 

This position involves highly complex and technical work analyzing incoming phone calls and emails to the Division of Retirement.  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 reviews from random samplings of all business processes within the Contact Center. Monitor inbound phone calls and emails answered by Member Service Advocates (MSAs) to be used for monthly/quarterly/yearly evaluations as directed by management.  Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations. Feedback on MSA communications will include:

 

•    Requisite 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 escalated callers
•    Assess calls for accuracy of information and efficiency of information delivery
•    Evaluate proper use of email articles and escalation procedures 
•    Proper escalation of calls if additional support is needed: calling Contact Center support desk, Administrator on call, or the individual bureaus support desks
•    Proper and efficient use of division software and hardware

 

Additionally, this position reviews daily, weekly, and monthly individual MSA statistics to determine performance trends and evaluates processes to determine compliance with established procedures and applicable rules/statutes. Prepares reports of findings and recommends business process improvements, staff training needs, or statutory updates.

 

•    Work closely with management to offer solutions for increasing productivity and writing effective coaching opportunities without any bias. Identify training opportunities and inform analysts. Attend some Contact Center and Operations meetings and keep up to date on policy and procedure changes within the Division of Retirement. Work with the Training Team to ensure appropriate information and training is disseminated to the Contact Center employees. Be considered as a Subject Matter Expert (SME) for all technology utilized by the Contact Center.

•    Responsible for compiling and sending KUDOS, ensure that CMS TV is up and running daily, and compile/hand out stars for calls monitored as 100%.

•    Assists with Contact Center call queue coverage as needed.

•    Perform other duties as required.

 

Knowledge, Skills, and Abilities:

 

Knowledge of the principles and techniques of effective verbal, in person and written communication and basic arithmetic. Ability to effectively review data for accuracy; identify errors and take corrective action; collect, evaluate, analyze, and verify data relating to retirement benefits; train others; understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits; organize data into logical format; utilize problem solving techniques; work independently; plan, organize and coordinate work assignments; and establish and maintain working relationships with others. Ability to operate a personal computer with efficiency in the Microsoft Office Suite.

Accountability, Communication, Empowerment, Flexibility, I