QUALITY ASSURANCE RETIREMENT ANALYST II - 72002702 1

Quality Assurance Retirement Analyst II

This is a highly complex and technical work in the analysis of retirement accounts. The incumbent exercises considerable judgment under the general supervision of an administrative supervisor. The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws. The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.

Duties and responsibilities are as follows :

• Conduct quality assurance control reviews from random samplings of all business processes within the Contact Center.
• Monitor inbound phone calls and emails answered by Member Service Advocates (MSAs) and Team Leads (TLs) to be used for monthly / quarterly evaluations and as directed by management.
• Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations.
• Information on call procedures, proper phone etiquette, best practices in customer service, tone and communication, and handling of a variety of types of calls and emails including difficult callers.
• Was the information provided in an accurate and efficient manner in which the member or stakeholder was able to understand.
• Adding retirees to the Retired Payroll, benefit deductions for insurance premium and federal income tax withholding, direct deposit and the retiree Health Insurance Subsidy benefit.
• DROP termination for processing DROP termination verification and payouts forms, changes during DROP participation and refund of employee contributions.
• Survivors Benefits, including reporting a member's passing, estimates and final retirement calculations.
• Disability Benefits, including estimates and final retirement calculations.
• Calculation of member estimates, including estimates with DROP participation, final retirement calculations, including DROP participation, employee contributions, total service credit, vesting, and purchase of optional service credit.
• Enrollment of members and employers into the FRS and determination of eligibility for Special Risk Class membership.
• Payroll reports and contributions (both employer and employee), invoicing.
• Use of FRS Online by active and retired members, payees, and employers.
• Other general questions.
• If proper use of email articles and escalation procedures were followed.
• Proper escalation of calls if additional support is needed : calling Contact Center support desk, Administrator on call, or the individual bureaus support desks.
• Use of the following software and hardware : IRIS, Microsoft CRM, Microsoft Teams, Outlook, Avaya EMC, Retirement's Knowledge Base, Retirement's websites, Contact Center's "CC Info Hub" network folder, Contact Center headsets, and Right Fax, including becoming a Subject Matter Expert on technology.
• Prepares biweekly reports of all findings and monitoring scores for the entire Contact Center and individual MSAs; insures justification for scores are included on the monitor sheets.

Create statistical data reports used for individual employee evaluations and the Contact Center as a whole. Work with management to ensure Contact Center statistics are generated, compiled, and analyzed in prescribed formats. Reviews daily, weekly, and monthly individual MSA and TL statistics to determine performance trends and opportunities for improvement.

Evaluates processes to determine compliance with established procedures and applicable rules and statutes. Assists with staff training and keeps management updated on procedural or process changes resulting from statutory updates. Prepares reports of all findings and recommends business process improvements, staff training needs, or statutory updates.

Work closely with management to offer solutions for increasing productivity and writing effective training opportunities without any bias. Attend some of the Contact Center manager meetings, bureau meetings and keep up to date on policy and procedure changes within the Division of Retirement. Work with the Training Team to ensure appropriate information and training is disseminated to the Contact Center employees.

Perform other duties as required.

Knowledge of the principles and techniques of effective verbal, in person and written communication and basic arithmetic. Ability to effectively review data for accuracy; identify errors and take corrective action; collect, evaluate, analyze, and verify data relating to retirement benefits; train others; understand and apply applicable rules, regulations, policies and procedures relating to retirement benefits; organize data into logical format; utilize problem solving techniques; work independently; plan, organize and coordinate work assignments; and establish and maintain working relationships with others. Ability to operate a personal computer with efficiency in the Microsoft Office Suite. Practices Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, and Teamwork.

Minimum Qualifications :

Under the direction of Governor Ron DeSantis, Secretary Pedro Allende and DMS' Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida's state government. It is against this backdrop that DMS strives to demonstrate its motto, "We serve those who serve Florida."

The mission of the Division of Retirement (division) is to deliver a high quality, innovative, and cost-effective retirement system. The division currently has 221 full-time retirement staff and manages a FY 2025-26 operating budget of $48,864,720. The division administers the Florida Retirement System (FRS) Pension Plan, currently the fifth largest state retirement system in the US with more than 1.1 million active, retired, and terminated vested members and $191.6 billion in assets. The division pays out $12.9 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.5 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members.

DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferrable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses : DMS.Ability@dms.fl.gov DMS.Veterans@dms.fl.gov An individual with a disability is qualified if he or she satisfies the skills, experience, and other job related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation. Successful completion of background screening will be required for this position. The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and / or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here . All documentation is due by the close of the vacancy announcement.