Quality Assurance Compliance Officer

DEPARTMENT OF ECONOMIC SECURITY

Your Partner For A Stronger Arizona.
DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona.
DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life.

Division of Benefits and Medical Eligibility (DBME)
Quality Support Team (QST)
8620 North 22nd Avenue, Phoenix, Arizona 85021

Salary: $32.1750/Hourly ($66,924.00 Annually)

Grade: 21

Closing Date: April 04, 2024

The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team a Quality Assurance Compliance Officer for the Quality Support Team. The position manages the operational activities of offices for all FAA eligibility workflow channels which includes assessing the operational needs and available staffing resources, establishing priorities based on the external and internal factors influencing work volumes, managing staff work assignments in all areas of service to optimize resources and ensure real time process adherence to meet service level and productivity goals.
Statewide Telework Opportunity – Travel is Required.

This position may be available for remote work on a full-time basis within Arizona (including virtual office arrangement).
The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Essential Duties and Responsibilities include but are not limited to:

• Implement and maintain effective workforce management platform to maximize production capacity and ensure maximum utilization of existing technologies to support efficient workload distribution and use of the staff skills to optimize resources. Perform data collection and analysis, forecasting scheduling and ensuring the staffing levels are sufficient to meet service and productivity goals.
• Implement and maintain comprehensive monitoring and reporting systems to analyze and forecast work volumes trends and customer demands. Compile a variety of management reports. Execute communication strategy for regular business results provided to the executive leadership team.
• Identify, research, monitor and address issues that affect the FAA staff availability and productivity. Provide assistance, guidance and recommendations to the FAA management teams. Take appropriate actions to improve staff performance and ensure timely processing and maximization of production capacity.
• Analyze and evaluate complex issues, perform analysis of business processes, functional and information requirements. Develop and implement process improvement initiatives, manage utilization trends, propose operational improvements, and complete special projects. Provide recommendations, work with internal IT teams, software vendor and policy support team to develop new technologies and automated solutions.
• Supervision and development of Workforce Management staff. Counseling, coaching, and mentoring. Planning and completing personnel actions including training, performance evaluations and disciplinary actions. Promote continuous learning, facilitating staff in the development of new skills and knowledge in business and current technology.

Knowledge of:

• Public assistance eligibility determination process
• Federal and State laws, rules, regulations, and procedures pertaining to the FAA programs.
• ADOA and DES rules, policies and procedures related to work assignment.

Skills in:

• Written and oral communication to convey a wide variety of information.
• Managing and balancing a variety of management and administrative functions and projects, being proactive, detail and result-oriented.
• Using critical thinking to make decisions and solve problems, strong organizational and interpersonal skills.

Ability to:

• Quickly learn and use new technologies, software, and systems, identify, and troubleshoot technical problems, resolve, or elevate to appropriate teams for resolution.
• Assess operational needs, analyze complex issues, develop, and implement effective operational procedures.
• Develop, implement, and maintain effective monitoring and reporting systems/processes.

The ideal candidate for this position will have:

• Bachelor’s Degree in Business Information Management, Economics, Logistics, Communication, Business Administration, Mathematics, or equivalent work experience.
• Three years workforce management experience in call center operations.

• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Sick time accrued at 3.70 hours bi-weekly
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions about this career oportunity, please contact Jennifer Honhoinewa at JHonhoinewa@azdes.gov.

The State of Arizona is an Equal Opportunity/Reasonalbe Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-771-2066. Requests should be made as early as possible to allow time to arrange the accommodation.