Quality Assurance Monitor

The Position

Bargaining Unit: SEIU, Local 1021

Why join the Contra Costa Employment & Health Services Department (EHSD)?
Contra Costa County’s Employment and Human Services Department works diligently to provide the community with resources that support, protect, and empower individuals and families to achieve self-sufficiency. The department is committed to hiring candidates that share our core values of delivering an exceptional customer service experience, encouraging open communication, embracing change, practicing ethical behavior, and embracing diversity.

The Employment and Human Services Department is currently accepting applications to fill one (1) vacancy for a Quality Assurance Monitor.

We are looking for someone who is:

• Strong attention to detail and accuracy in work
• Excellent communication and interpersonal skills
• Able to analyze and interpret data effectively
• Proficient in using technology and software tools relevant to quality assurance
• Skilled in problem-solving and critical thinking
• Capable of working independently and collaboratively within a team
• Strong organizational and time management abilities

What you will typically be responsible for:

• Reviews and analyzes state and federal regulatory materials and legislation concerning quality assurance functions for a Call Center
• Assist in the collection of statistics and preparation of reports
• Gather and review data concerning program standards to ensure federal and state standards are met, and prepares reports and other materials
• Provides technical assistance to departmental staff regarding correct application and processing of program regulations and initiation of new program processes
• Serves as assigned on Departmental or District committees to assist in the identification of error trends and coordination of corrective action activities
• Identify and recommend corrective action using applicable online systems or other methods, and monitors the corrective action for performance improvements
• Keep abreast of pending industry changes, trends, and assesses the potential impact of these changes on organizational processes, laws, regulations, rules, policies, and procedures related to the quality assurance of Call Centers
• Monitor compliance systems to determine their effectiveness and direct changes as needed

A few reasons you might love this job:

• Impactful Role: Directly contributes to maintaining and improving the quality of services, offering a sense of accomplishment and purpose
• Collaborative Environment: Opportunities to work with diverse teams and departments foster professional growth and teamwork
• Professional Development:The development of analytical and quality assurance skills, enhancing career prospects
• Stability: Working within a county government structure provides job security and potential benefits
• Meaningful Contribution: A chance to ensure compliance and improve systems that benefit the public

A few challenges you might face in this job :

• Complex Data Analysis: Handling large datasets or interpreting complex metrics can be challenging
• Adapting to Change: Keeping up with updates in quality standards or procedural adjustments
• Conflict Resolution: Addressing discrepancies or issues in quality with other teams or departments
• Tight Deadlines: Meeting rigorous timelines while maintaining accuracy and thoroughness
• Balancing Priorities: Managing multiple tasks and projects simultaneously require strong time-management skills

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Legal & Regulatory Navigation: Understanding, interpreting, and ensuring compliance with laws and regulations
• Using Technology: Working with electronic hardware and software applications
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Self-Management: Showing personal organization, self-discipline, and dependability
• Informing: Proactively obtaining and sharing information
• Listening: Fully comprehending spoken communication
• Oral Communication: Engaging effectively in dialogue
• Presentation Skill: Formally delivering information to groups
• Writing: Communicating effectively in writing
• Building & Maintaining Relationships: Establishing rapport and maintaining mutually productive relationships
• Business Process Analysis: Defining, assessing, and improving operational processes and workflow

Desirable Qualifications:

• Experience in quality assurance within a similar industry or public sector
• Proficiency in data analysis software and tools
• Certification in quality management or a related field (e.g., Six Sigma, ISO standards)
• Bachelor's degree in a relevant field such as business administration, quality management, or data analytics
• Strong understanding of regulatory compliance requirements
• Experience with auditing processes and reporting tools
• Advanced problem-solving and decision-making skills

To read the complete job description, please visit the website, www.cccounty.us/hr.

The eligible list established from this recruitment may remain in effect for six (6) months.

Minimum Qualifications

License Required: Possession of a valid California driver's license. Out of state valid motor vehicle operator's license will be accepted during the application process.

Education: Completion of 60 semester units or 90 quarter units at an accredited college or university which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare or a closely related field.

Experience: Two (2) years of full-time or its equivalent experience in a position in a California county with responsibility for public assistance eligibility determination, or Call Center experience.

Substitution: Additional qualifying experience may be substituted for the required education on a year-for-year basis up to a maximum of two (2) years.

Selection Process

Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process. Online Multiple-Choice Test: Candidates who clearly demonstrate that they possess the minimum qualifications will be invited to participate in an online test. You will need access to a computer with a reliable internet connection to participate in the assessment. This multiple-choice test will assess candidates on the required competencies and technical skills. (Weighted: 100%). Hiring Interview: TBD

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment specific questions, please contact Flor Robb at flor.robb@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY

After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 1/13/2025 11:59 PM Pacific

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• Contra Costa County Human Resources Department

• 925-655-2100

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