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)
Family Assistance Administration (FAA)
Quality Support Team (QST)
8620 North 22nd Avenue, Phoenix, AZ 85021

Salary: $29.0866 Hourly ($60,500.13 Annually)

Grade: 20

Closing Date: 4/17/2024

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov; or click on the link here to view ‘Our DES’ video. Come Join the DES Team!
Joining the DBME Quality Support Team (QST) is a great opportunity! Our Call Center Quality Analysts (CCQA's) provide one on one sessions for support, coaching and mentoring to the Benefits Eligibility Specialists. On the Quality Support Team, you will be a critical part in developing and participating in customer needs, identifying problems, improving processes and providing measurable results on an ongoing basis. This position will be responsible for assessing the quality of the performance of our call center associates who deal with our clients. The Call Center Quality Analyst will monitor inbound call responses to assess the associate’s demeanor, technical accuracy, customer service performance, and conformity to Federal and State laws, status, regulations policies and procedures. You will have great experiences with the opportunity to expand your knowledge and grow with our organization.

This position is available for remote work on a full-time basis within Arizona (including virtual office arrangements).

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:

• Monitors, evaluates, and scores calls and cases from the Customer Care Center and Local Office Program Services Evaluators to ensure "best practices" policies and procedures are being applied, the delivery of quality information, and excellent customer service is provided to all of our clients.
• Coach and mentor Customer Care Center and Local Office staff on call quality, case process and policy.

Knowledge of:

• Computer programs/systems utilized by FAA for eligibility determinations such as AZTECS, HEAPlus, OnBase, etc.
• Federal regulations governing SNAP, TANF, and Medicare programs.

Skills in:

• Communication of very complex issues verbally and in writing in a clear and concise manner.
• Performing technical, complex, and difficult work using independent judgment.

Ability to:

• Effectively manage multiple projects.
• Read, understand, and interpret complex issues, laws, and policies.
• Coach, counsel, listen, and communicate in a fast-paced environment.

The ideal candidate for this position will have:

• Two or more years of extensive experience and knowledge in the eligibility programs of a social service agency.
• Two or more years of call center experience.
• Bilingual English/Spanish.

• If this position requires driving or the use of a vehicle as an essential function of the job, then the following requirements apply: Driver’s License Requirements.
• Successfully pass background and reference check; 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.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

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 opportunity, please contact Meracle Cothron at mcothron@azdes.gov.
The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting mcothron@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.