Quality Assurance Analyst

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 Duty Statement.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• STAFF SERVICES ANALYST
• ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

• Job Code #: JC-437235
• Position #(s): 275-190-5157-709
• Working Title: Quality Assurance Analyst
• Classification: STAFF SERVICES ANALYST
  • $3,640.00 – $4,561.00 A
  • $3,941.00 – $4,933.00 B
  • $4,726.00 – $5,916.00 C
• Shall Consider: ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
  • $5,684.00 – $7,114.00 A
• # of Positions: 1
• Work Location: Sacramento County
• Telework: Telework
• Job Type: Permanent, Full Time

Department Information

The California Public Employees’ Retirement System (CalPERS) is the nation’s largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, we’re committed to people – the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.

If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website!

To take a look at CalPERS as a destination employer, view this YouTube video.