Department Information

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans

• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• BenefitHub state employee discount program
• MotivateMe employee wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Access to participate in employer-supported employee affinity spaces
• RTD Eco-Pass Commuter Program

• Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to https://dhr.colorado.gov/dhr-resources/student-loan-forgiveness-programs

Description of Job

The salary for this position is:
$39.97 - $52.00 Hourly
$3,197.54 - $4,159.85 Biweekly
$6,928.00 - $9,013.00 Monthly
$83,136.00 - $108,156.00 Annually

The work unit is a critical component of the Family And Medical Leave Insurance (FAMLI) Division's commitment to delivering exceptional service to its customers. Its primary objective is to promote and guarantee the overall quality of the FAMLI Division by conducting regularly scheduled internal quality reviews of the work produced by the Employer Services, Overpayments, Customer Success, and Case Management departments.

Through a rigorous and comprehensive review process, the unit ensures that all determinations made on FAMLI claims and employer accounts are accurate and in accordance with the highest standards of quality. Specifically, the unit examines FAMLI customer contacts, employer accounts, and specific determinations and actions taken on claims and employer accounts to verify the accuracy of systems and data.

The unit reviews processes, policies, and procedures that drive FAMLI’s business operations by performing a deep dive analysis to validate compliance to all statutes and regulations.
The unit's goal is to ensure that FAMLI's deliverables to customers are of the highest quality and they help contribute to excellent customer service.

The work unit is a critical pillar of the FAMLI Division, ensuring that FAMLI delivers on its promise of providing exceptional service to its customers. Its comprehensive review process guarantees that every aspect of FAMLI's operations is of the highest quality, providing peace of mind to customers and stakeholders alike.

The Manager of Quality Assurance plays a pivotal role in the FAMLI Division, responsible for supervising, managing, and overseeing the administration of the quality program and staff performance. They manage hiring, disciplining, promoting, rewarding, and other associated activities regarding employee performance, specifically overseeing all Quality Assurance Specialists.

In addition to managing staff, the position also assigns, schedules, and prioritizes work activities, evaluates and monitors unit work performance, and ensures quality program activities are being administered within program guidelines and requirements. The Manager of Quality Assurance is responsible for developing and recommending tactical planning to ensure overall unit effectiveness and compliance with all state and federal laws, departmental, division, and unit regulations, policies, procedures, and/or standards.

The Manager of Quality Assurance also serves as a content knowledge resource for the work unit, peers, and management, answering questions related to program requirements and rules, identifying complex problem areas, monitoring and providing input for inter-group collaboration and communication, including FAMLI management. The Manager acts as a liaison between other work units, coordinating and collaborating with peers, managers, and branch chiefs to identify and recommend changes in work processes and/or procedures to improve program quality.

Moreover, the Manager of Quality Assurance plays a critical role in modeling CDLE's values and philosophy, encouraging and rewarding employees who adopt these values and philosophy. They assist with the integration and assimilation of new or modified policies, practices, or procedures into daily routines to ensure seamless execution of the quality program. Overall, the Manager of Quality Assurance is an essential player in ensuring that FAMLI delivers on its commitment to providing exceptional service to its customers while adhering to the highest standards of quality and compliance.

This position acts as liaison between other work units; coordinate and collaborate with peers, managers and branch chiefs to identify and recommend changes in work processes and/or procedures to improve program quality. Role models CDLE’s values and philosophy; encourage and reward employees who adopt these values and philosophy.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS:
Substitutions:
Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.

Additional appropriate education will substitute for the required experience on a year-for-year basis.

Education and Experience:
Bachelor's degree from an accredited institution in a field of study related to the work assignment.
AND
Four years of professional experience to include any combination of the following writing reports that outline audit and/or review findings and recommendations, developing or maintaining review and/or audit tools, procedures, and/or risk assessments, developing quality assurance processes, policies, procedures, training and teams, managing quality assurance, involving claims and/or case management or ensuring compliance with highly regulated programs, products and operations.

• ISO9001 Quality Management Systems (QMS) Certification
• 
  5 years experience managing quality assurance programs
• Salesforce, Auditing Software, Knowledge Management Software, Five9, and/or Google Suite experience
• Performing duties similar to those assigned to the position as a classified State of Colorado employee.

Required Competencies:

• Data Analysis experience
• Customer Service
• Leadership & effective delegation skills
• Employee Monitoring and Training
• Effective Communication
• Problem-Solving
• Emotional Intelligence

• Must be a Colorado resident at time of application.
• You must pass a thorough background check prior to employment which will include the E-Verify process.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

Supplemental Information

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.