Job Description

Job Description and Duties

Join the Covered California team!

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.

As a Quality Assurance Analyst, you will:

• Conduct analytical tasks and research to support a positive consumer experience, reviewing consumer interactions and written communications for accuracy and compliance.
• Escalate critical impact issues to QA management, provide process improvement recommendations, and identify trends and gaps in procedures and system functionality.
• Maintain in-depth knowledge of Covered California policies and procedures, stay updated on policy changes, and complete all training and assignments promptly.
• Develop and update training and processing guides, ensuring all team members are informed and consistent in their work.

This position demands a high level of confidentiality, analytical skills, and adaptability to ensure the Service Center consistently meets consumer and regulatory expectations.

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 .

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.

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.

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.

Covered California does not provide visa sponsorship and is not an E-Verify employer.

You will find additional information about the job in the .

Working Conditions

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.

Special Requirements

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.

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.

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.

1. Please describe your experience working in or with a Quality Assurance program.
2. Please describe your experience providing written feedback to others.
3. Please describe your experience researching and applying policies and procedures to escalated consumer inquiries.

Desirable Qualifications

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:

• Call center and/or quality assurance experience
• Prior experience interpreting policies and procedures
• Prior experience resolving escalated consumer inquiries
• Experience working in a team environment on high-profile assignments requiring collaboration

Benefits

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:

Pre-Employment Requirements

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.

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:

• 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.
• You must not hold an active license to sell health insurance in California.
• 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.

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), or the Electronic State Employment Application through your Applicant Account at 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.
• Resume is required and must be included.
• Statement of Qualifications -

  Please attach your SOQ to your application. Applications received without a SOQ may not be considered.

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