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Job Posting: Quality Assurance Manager
State Teachers’ Retirement System
JC-378945
Quality Assurance Manager
STAFF SERVICES MANAGER I
$6,563.00 – $8,153.00 per Month
Final Filing Date: 7/13/2023
Job Description and Duties
The CalSTRS Customer Service Division is seeking a motivated individual to work as a Staff Services Manager I on the Quality Assurance Team.
Customer Service is the first point of contact for CalSTRS’ members, benefit recipients, and other constituents. Through multiple communication channels which include telephone, secure messaging, and written correspondence, the contact center is responsible for providing excellent member service through accurate, consistent, complete, and timely responses to each inquiry.
The Quality Assurance Unit collaborates with the Contact Center and production staff to achieve Customer Service’s performance objectives and maximize member satisfaction.
Under the general direction for the Staff Services Manager II (SSM II), the Staff Services Manager I (SSM I) leads, plans, organizes, and directs day-to-day operations and workload performed by professional analytical staff in the Quality Assurance unit.
The ideal candidate will possess the following skills:
- Experience and demonstrated ability to lead a diverse team to achieve performance objectives in a fast-paced production environment; contact center experience preferred.
- Experience analyzing data and trends to make recommendations for process and/or program improvements.
- Excellent verbal and written communication skills.
- Demonstrated experience building and maintaining effective, positive, and collaborative working relationships with subordinates, peers, leaders, and team members.
- Proven ability to resolve conflict and negotiate positively and effectively.
- Ability to manage, lead, and enable the process of change and transition while helping staff effectively deal with the impacts.
- Experience identifying and implementing business process efficiencies and driving change initiatives.
- Knowledge of methodologies of quality assurance and standards.
Telework Information: We offer a hybrid approach including in-office and remote work solutions with staff working on-site at our Headquarters in West Sacramento 2 days per week.
Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.
You will find additional information about the job in the Duty Statement () .
Working Conditions
All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment with CalSTRS.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.
- STAFF SERVICES MANAGER I ()
Additional Documents
- Job Application Package Checklist ()
- Duty Statement
Position Details
Job Code #:
JC-378945
Position #(s):
-008
Working Title:
Quality Assurance Manager
Classification:
STAFF SERVICES MANAGER I
$6,563.00 – $8,153.00
# of Positions:
1
Work Location:
Yolo County
Job Type:
Permanent, Full Time
Department Information
The California State Teachers’ Retirement System (CalSTRS) is the largest educator-only pension fund in the world. CalSTRS proudly provides retirement, disability and survivor benefits to California’s 949,000 public school educators and their families.
We encourage you to join our world-class financial services institution and state agency. Our headquarters and member service centers located across the state feature sustainable construction, plenty of natural lighting and functionally-designed work spaces. At our LEED Platinum headquarters in West Sacramento, enjoy the full service cafe, free onsite fitness center, bicycle library and walks along the Sacramento River. In addition to state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing learning and development opportunities.
Special Requirements
Statement of Qualifications
Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to an on-site interview. When completing the SOQ, please include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, 12-point font and address the following questions.
- After reviewing the duty statement, what specific qualities or experience has prepared you for this position in leadership?
- Describe your experience coaching, developing, or mentoring employees. Please share a specific example that includes your successes and challenges.
Exam
This position requires a current Staff Services Manager I Exam. If you need to take the exam or if your score has expired, click here () to gain list eligibility.
Background Investigation
Prior to employment with CalSTRS, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education and check driving records.
CalSTRS Disclosure Requirements
This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the Conflict of Interest Code () that applies to CalSTRS team members and the Political Reform Act () , 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) () .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date:7/13/2023
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at . When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
State Teachers’ Retirement System
Attn:Recruitment
P.O. Box 15275, MS 31
Sacramento,CA
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
State Teachers’ Retirement System
CalSTRS, Attn: Recruitment
100 Waterfront Place
West Sacramento,CA95605
08:00 AM-05:00 PM
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) . click apply for full job details
