<p>Job Description and Duties</p> <p>Under the supervision of the Staff Services Manager (SSM) I, the Quality Assurance (QA) Tier II Analyst is crucial in ensuring the accuracy and adherence to regulations of the Service Center's work at Covered California. This role involves evaluating consumer interactions and systematic transactions for compliance with Federal, State, and departmental guidelines, with a strong focus on maintaining quality customer service.</p> <p>As a Quality Assurance Analyst, you will:</p> <ul> <li>Conduct analytical tasks and research to support a positive consumer experience, reviewing consumer interactions and written communications for accuracy and compliance. </li><li>Escalate critical impact issues to QA management, provide process improvement recommendations, and identify trends and gaps in procedures and system functionality. </li><li>Maintain in-depth knowledge of Covered California policies and procedures, stay updated on policy changes, and complete all training and assignments promptly. </li><li>Develop and update training and processing guides, ensuring all team members are informed and consistent in their work. </li></ul> <p>This position demands a high level of confidentiality, analytical skills, and adaptability to ensure the Service Center consistently meets consumer and regulatory expectations.</p> <p>At Covered California, we recognize our employees are our most valuable asset. We have a variety of career fields that help make a difference in the lives of Californians, and we're looking for talented and enthusiastic individuals to join our team! Learn more about why you should join the Service Center Division.</p> <p>This position is headquartered in Sacramento County at our Expo Office, located at 1601 Exposition Boulevard, Sacramento, CA 95815. Business travel may be required, and reimbursement considers an employee's designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee's office headquarters location are not reimbursable, other than authorized transit subsidies.</p> <p>NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.</p> <p>Possession of minimum qualifications will be verified prior to interview and/or appointment. If it is determined an applicant does not meet the minimum qualifications, the applicant's name may be removed from the eligibility list.</p> <p>Covered California does not provide visa sponsorship and is not an E-Verify employer.</p> <p>You will find additional information about the job in the Duty Statement.</p> <p>Working Conditions</p> <p>This position may be eligible for telework. In accordance with Government Code section 14200, only employees who reside in California are eligible for telework. The amount of telework is at the discretion of the Department and based on Covered California's current telework policy. While Covered California supports telework, in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksite with minimal notification if an urgent need arises, as determined by the Department.</p> <p>Minimum Requirements</p> <p>You will find the Minimum Requirements in the Class Specification.</p> <ul> <li>STAFF SERVICES ANALYST </li></ul> <p>Additional Documents</p> <ul> <li>Job Application Package Checklist </li><li>Duty Statement </li></ul> <p>Position Details</p> <p>Job Code #:</p> <p>JC-476925</p> <p>Position #(s):</p> <p>801-316-5157-825</p> <p>Working Title:</p> <p>Quality Assurance Tier II Analyst</p> <p>Classification:</p> <p>STAFF SERVICES ANALYST</p> <p>$3,749.00 - $4,698.00 A</p> <p>$4,059.00 - $5,081.00 B</p> <p>$4,868.00 - $6,093.00 C</p> <p># of Positions:</p> <p>1</p> <p>Work Location:</p> <p>Sacramento County</p> <p>Telework:</p> <p>Hybrid</p> <p>Job Type:</p> <p>Permanent, Full Time</p> <p>Work Shift:</p> <p>8:00 AM - 5:00 PM</p> <p>Work Week:</p> <p>Monday - Friday</p> <p>Department Information</p> <p>Covered California works to improve the health of all Californians by assuring their access to affordable, high quality healthcare. Our employees are the vital link that ensures that our vision, mission, and values are fully realized and are the driving force that allows us to continually provide exceptional service to those who need it most.</p> <p>We offer an award-winning wellness program, inclusive and diverse atmosphere, employee recognition programs, on site fitness centers at our Sacramento and Service Center locations, and free parking at all of our locations!</p> <p>Life can change in an instant - so can your career!</p> <p>Visit our website to learn more about why Covered California is an employer of choice.</p> <p>Special Requirements</p> <p>Statement of Qualifications (SOQ) Instructions: A SOQ is required to apply. The SOQ will be used as a pre-interview screening tool. Applicants who do not follow the SOQ instructions and/or do not answer the prompt as stated below may not be considered.</p> <p>Artificial Intelligence (AI) tools can be useful in the development of written responses; however, it is important to use these tools responsibly and ethically. Where assistive tools may be used, responses within the SOQ should be your own original work. Applicants must write in their own words and avoid plagiarism. Failure to comply may be cause for disqualification.</p> <p>Instructions: A Statement of Qualifications (SOQ) must discuss how your education, training, and experience qualifies you for this position. The SOQ must be no more than two pages in length, 12 pt. Arial font, and must address each of the items listed below in the order they are listed. The number and question must be typed in your SOQ before your response.</p> <ul> <li>Please describe your experience working in or with a Quality Assurance program. </li><li>Please describe your experience providing written feedback to others. </li><li>Please describe your experience researching and applying policies and procedures to escalated consumer inquiries. </li></ul> <p>Application Instructions</p> <p>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.</p> <p>Final Filing Date: 5/18/2025</p> <p>Who May Apply</p> <p>Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP 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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).</p> <p>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).</p> <p>How To Apply</p> <p>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 www.CalCareers.ca.gov. 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:</p> <p>Address for Mailing Application Packages</p> <p>You may submit your application and any applicable or required documents to:</p> <p>Covered California</p> <p>Employment & Classification Services</p> <p>Attn: HRB-ECSU-CD</p> <p>1601 Exposition Blvd</p> <p>Sacramento, CA 95815</p> <p>Address for Drop-Off Application Packages</p> <p>You may drop off your application and any applicable or required documents at:</p> <p>Covered California</p> <p>Employment & Classification Services</p> <p>HRB-ECSU-CD</p> <p>1601 Exposition Blvd</p> <p>Sacramento, CA 95815</p> <p>08:00 AM - 05:00 PM</p> <p>Required Application Package Documents</p> <p>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:</p> <ul> <li>Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. </li><li>Resume is required and must be included. </li><li>Statement of Qualifications - Please attach your SOQ to your application. Applications received without a SOQ may not be considered. Resumes and cover letters will not be accepted in place of a SOQ. Please see above "Special Requirements" section for SOQ instructions. </li></ul> <p>Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.</p> <p>Desirable Qualifications</p> <p>In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:</p> <ul> <li>Call center and/or quality assurance experience </li><li>Prior experience interpreting policies and procedures </li><li>Prior experience resolving escalated consumer inquiries </li><li>Experience working in a team environment on high-profile assignments requiring collaboration </li></ul> <p>Benefits</p> <p>The State of California offers a comprehensive benefits package that includes Health, Vision, Dental, Retirement, and an array of other options. For more information on the benefits offered by the State of California, please click below:</p> <p>CalHR Benefits Summary</p> <p>CalHR Salary and Benefits Information</p> <p>CalPERS Retirement Information</p> <p>CalPERS Employer Contributions</p> <p>Contact Information</p> <p>The Human Resources Contact is available to answer questions regarding the position or application process.</p> <p>Human Resources Contact:</p> <p>Employment & Classification Services Unit</p> <p>(916) 228-8336</p> <p>careers@covered.ca.gov</p> <p>Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.</p> <p>EEO Contact:</p> <p>EEO Office</p> <p>(916) 999-8733</p> <p>EEO@covered.ca.gov</p> <p>California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.</p> <p>Pre-Employment Requirements</p> <p>Background Check: All applicants shall be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice and Federal Bureau of Investigation to disclose criminal records.</p> <p>Incompatible Activities: To maintain our integrity and focus on serving Californians, Covered California adheres to unique conflict of interest restrictions on the outside employment and activities of its board members and staff. If you're considering a role with us, it's important to know at the time of your start:</p> <ul> <li>You must not be employed by or otherwise affiliated with health insurance carriers, other insurers, agents, brokers, health care professionals, health facilities, or health clinics, or trade associations of any of these entities. This also means that you must not hold an active license to sell health insurance in California. </li><li>You must not hold an active license to sell health insurance in California. </li><li>Health care professionals are welcome to join our team, provided you do not receive payment for professional services and do not hold ownership or financial interests in a health care practice. </li></ul> <p>Additional Application Instructions</p> <p>Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.</p> <p>All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with "see resume" in place of duties performed or applications received without the following information for each job entry may be considered incomplete and may not be accepted:</p> <ul> <li>"To" and "from" dates (month/day/year) </li><li>Hours worked per week </li><li>Private sector job titles </li><li>Supervisor name and phone number </li><li>Job duties performed </li><li>State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles). </li></ul> <p>Transcripts:</p> <p>If you are meeting minimum qualifications with education, you must include your unofficial transcript for verification. If selected, you will be required to provide official transcripts at the time of hire. Foreign transcripts must include official verification of U.S equivalency prior to appointment by an organization found here.</p> <p>Personally Identifiable Information:</p> <p>Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package.</p> <p>If you have additional questions regarding this advertisement or are having issues applying through CalCareers, please contact the Employment & Classification Services Unit at 916-228-8386 or careers@covered.ca.gov.</p> <p>Equal Opportunity Employer</p> <p>The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.</p> <p>It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.</p>