Title: Customer Contact Center Quality Assurance Senior Specialist (Vansant, Agency Employees Only)
State Role Title: Policy Planning Spec I
Hiring Range: Commensurate to $66,000
Pay Band: 4
Agency: Virginia Employment Commission
Location: VANSANT CCC
Agency Website: https://www.vec.virginia.gov/
Recruitment Type: Agency Employee Only - A
Job Duties
The Virginia Employment Commission (VEC) is seeking a Customer Contact Center (CCC) Quality Assurance Senior Specialist to perform advanced quality review and program evaluation for both the Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs. This role reviews complex customer interactions, scores calls and documentation for accuracy, identifies trends and compliance issues, and summarizes findings to support quality improvement efforts. The Senior Specialist also collaborates with Training on curriculum updates, participates in calibration sessions to ensure scoring consistency, assists staff with questions, and serves as the point of contact when the supervisor is unavailable.
Join the 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 Paid Family and Medical Leave (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
• Strong understanding of UI and PFML program policies, eligibility rules, documentation standards, call center operations, quality review methods, and multi system workflows.
• Advanced analytical, evaluation, communication, and documentation skills, with proficiency in QA tools, reporting platforms, call center systems, and Microsoft Office applications.
• Ability to review complex cases, support calibration, interpret program rules, identify trends, assist staff with questions, manage priorities, and serve as a reliable point of contact when the supervisor is unavailable.
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 résumé 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 only open to current employees of the VEC (please note contract employees are not VEC employees), or those who possess an active and valid Yellow Card or Blue Card for preferential hiring. Your application and/or résumé must reflect your status as a current Virginia Employment Commission employee. Applicants are responsible for ensuring the scope of their experience and relevant certifications, knowledge, skills, and abilities are clear in the application (and/or résumé) to receive full consideration. Information regarding experience will not be assumed.
Submission of an online application is required for this position. The VEC does not accept applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé 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, résumés, 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.