Job Description

Job Description and Duties

Anticipated Interview Dates: We anticipate Virtual interviews being held beginning the week of July 29, 2024. We look forward to meeting with you!

Telework Information:  This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.

CalPERS seeks a Staff Services Analyst (SSA) in the Customer Experience Division (CXD), Quality Assurance (QA) Team.

Under the supervision of a Staff Services Manager I (SSM I), the QA analyst is responsible for administering the Five Star Customer Experience Program. Responsibilities include assessing interactions completed by phone agents to ensure that customer service standards are met, providing reports and statistical data regarding the Five Star Customer Experience Program, identifying trends and training opportunities.

Success in this position requires the ability to learn quickly, work in a fast-paced environment, set priorities and meet deadlines, while effectively aligning with and implementing management direction and decisions, utilizing strong organizational and time management skills, interpreting and applying provisions of law, court decisions, and departmental policies, working independently, exercising good judgement in all work-related activities, and working effectively with sensitive subject matter. The ideal candidate would also possess strong computer skills and effective communication skills, orally and in writing.

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You will find additional information about the job in the .

Special Requirements

Statement of Qualifications

Please provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Applications received without an SOQ or those that do not respond to the specific questions below will not be considered.

The SOQ must be typed, titled “Statement of Qualifications”, and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two pages in length and must not have font smaller than 11 point.

1. Describe your experience and understanding of a Quality Assurance program in a Contact Center and why you are interested in the position. Please include your experience working in or supporting a Contact Center environment.
2. Describe your ability to work independently and as part of a team. Please include details of tasks completed and how you assess your success.
3. Describe your experience and ability to communicate effectively through verbal and written communication. Include any experience interpreting, applying and/or writing policies and/or procedures.

Minimum Qualifications

All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."

Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR’s CalCareers website .

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Quality assurance experience in a call center 
• Customer service experience in a call center or other fast-paced environment 
• Strong interpersonal skills and ability to communication effectively with various levels of staff, including ability to deliver feedback in writing and verbally, and/or provide coaching and mentoring to peers
• Ability to work independently in a fast-paced environment, take initiative, effectively manage multiple assignments, meet deadlines, complete tasks, and provide a quality work product with minimal supervision
• Analytical skills, including the ability to analyze and apply laws, rules, regulations, policies, and procedures, analyze and interpret data to identify trends, and make recommendations for process improvements

Benefits

CalPERS team members are eligible for a number of benefits. Health benefits and leave programs are available for most team members. Benefit eligibility may depend on length of service and collective bargaining agreements.

Some added benefits CalPERS offers include:

• Alternate Work Schedules
• Flexible Work Hours
• Onsite childcare facility
• Onsite fitness center
• Onsite café and nearby restaurants
• Free onsite parking available Mondays and Fridays, subject to change
• Free offsite parking available with shuttle service Tuesdays, Wednesdays and Thursdays

For more details about employee benefits, visit the California Department of Human Resources website.

Additional Information

Live Scan
Candidates not currently employed at CalPERS are required to submit to a criminal history review process utilizing Live Scan fingerprinting.

CalPERS Disclosure Requirements
If employed, you may be subject to rules imposed by Personal Trading Regulations and Conflict of Interest Code that apply to CalPERS team members, which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a Statement of Economic Interest (Form 700)

Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for a visa sponsorship now or in the future.

Please do not include any confidential information on any documents in your application package. Confidential information that should be excluded or removed from these documents include, but is not limited to, your social security number, date of birth, marital status, personal photos, a copy of your driver’s license, equal employment opportunity data, examination scores, and LEAP status.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring manager’s review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered.

Job Tags

Permanent employment, Full time, Remote job, Flexible hours, Monday to Friday,

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