State Employees Jobs in Virginia (NOW HIRING)

Title: Customer Contact Center Quality Assurance Specialist (Vansant, State Employees Only)

State Role Title: Policy Planning Spec I

Hiring Range: Commensurate to $60,000

Pay Band: 4

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: https://www.vec.virginia.gov/

Recruitment Type: State Employee Only - E

Job Duties

The Customer Contact Center (CCC) Quality Assurance Specialist plays a key role in ensuring the accuracy, compliance, and overall service quality of customer interactions across both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs by evaluating calls, documentation, and system entries, applying program specific scoring standards, verifying adherence to policies and eligibility rules, identifying errors that may pose risks, analyzing quality trends to recommend improvements, producing regular reports, and supporting coaching and calibration efforts to strengthen staff performance and maintain consistent, high-quality service delivery.
Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia's UI benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer PFML. Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.
We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.
If you're motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Minimum Qualifications

Understanding of UI and PFML program policies, eligibility rules, documentation standards, call center operations, quality scoring methodologies, and multi system workflows used in customer interactions and case processing.
Strong analytical, evaluation, communication, documentation, and technical skills, including proficiency with QA scoring tools, call center systems, reporting platforms, and Microsoft Office applications.
Ability to objectively assess performance, identify compliance risks, interpret complex program rules, provide constructive feedback, manage multiple evaluation priorities, and support quality improvement across UI and PFML programs.

Additional Considerations

Experience conducting QA evaluations in a high-volume contact center environment.
Ability to identify trends and translate findings into actionable insights.
Strong interpersonal skills and the ability to support coaching conversations.
Demonstrated consistency in scoring and calibration alignment.
Comfort working with data, dashboards, and performance metrics.
Adaptability to frequent policy, system, and workflow changes.
High level of professionalism, discretion, and attention to detail.

Special Instructions

You will be provided a confirmation of receipt when your application and/or resume is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.
This position is open only to current Commonwealth of Virginia employees, or those who possess an active and valid Yellow Card or Blue Card for preferential hiring. To receive consideration, your application and/or resume must reflect your status as a current Commonwealth of Virginia employee.
Submission of an online application is required for this position. The VEC does not accept applications, resumes, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or resume are complete with duties and skills associated with your work experience.
The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.
The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.
Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.
Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.
A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.
For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
NOTICE: VEC will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: VEC Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.