Quality Assurance Monitor

Job Description

The Position

Bargaining Unit: SEIU, Local 1021

Why join the Contra Costa Employment & Health Services Department (EHSD)?
Contra Costa County’s Employment and Human Services Department works diligently to provide the community with resources that support, protect, and empower individuals and families to achieve self-sufficiency. The department is committed to hiring candidates that share our core values of delivering an exceptional customer service experience, encouraging open communication, embracing change, practicing ethical behavior, and embracing diversity.

This Quality Assurance Monitor position supports the Workforce Services Bureau's Medi-Cal and CalFresh Service Center, which assists customers with ongoing public benefit cases by phone. The position plays a key role in promoting accurate, consistent, and respectful service by evaluating calls, analyzing performance data, identifying trends, and partnering with supervisors and other program areas on improvement efforts.

The Employment and Human Services Department is currently accepting applications to fill one (1) vacancy for a Quality Assurance Monitor.

We are looking for someone who is:

• Analytical and able to identify patterns, root causes, and improvement opportunities
• Detail-oriented and consistent when applying review standards
• Knowledgeable about public assistance programs and comfortable interpreting regulations and policies
• Objective, fair, and able to handle sensitive and confidential information
• A clear communicator who can explain findings tactfully in writing and verbally
• Collaborative and comfortable working with supervisors, managers, and cross-functional partners
• Organized, adaptable, and proficient with data, reporting, and call-monitoring technology

What you will typically be responsible for:

• Reviewing and evaluating customer calls for accuracy, service quality, and adherence to program and departmental procedures
• Compiling and analyzing call evaluation results, operational data, and customer feedback to identify trends and recurring issues
• Preparing clear reports and summaries that help management understand performance and prioritize improvements
• Partnering with supervisors to share findings, support coaching, and track corrective or improvement actions
• Interpreting changes in CalFresh, Medi-Cal, and other applicable requirements and assessing how they affect call center quality standards
• Helping develop and maintain evaluation tools, quality standards, calibration practices, and consistent review processes
• Participating in committees and cross-functional meetings focused on service quality, program integrity, and operational improvement
• Assisting with audits, compliance reviews, and follow-up activities when needed

A few reasons you might love this job:

• Your work will directly improve the accuracy and consistency of services provided to residents
• You will turn data and observations into meaningful operational improvements
• The role offers a mix of independent analytical work and collaboration with experienced program and operations staff
• You will continue building expertise in public assistance programs, quality assurance, reporting, and process improvement
• You will help shape standards and practices in a large, high-volume service center

A few challenges you might face in this job :

• Policies, procedures, systems, and operational priorities change frequently, requiring continuous learning and adaptability
• The role requires balancing productivity with careful, consistent, and well-documented reviews
• Findings may involve sensitive performance issues and must be communicated objectively and tactfully
• Large volumes of data and calls can require prioritization and sound judgment
• Some trends do not have simple solutions and may require coordination across several teams or divisions

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Critical Thinking: Analytically and logically evaluating information, propositions, and claims
• Legal & Regulatory Navigation: Understanding, interpreting, and ensuring compliance with laws and regulations
• Professional & Technical Expertise: Applying technical subject matter to the job
• Using Technology: Working with electronic hardware and software applications
• Adaptability: Responding positively to change and modifying behavior as the situation requires
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Professional Integrity & Ethics: Displaying honesty, adherence to principles, and personal accountability
• Self-Management: Showing personal organization, self-discipline, and dependability
• Informing: Proactively obtaining and sharing information
• Listening: Fully comprehending spoken communication
• Oral Communication: Engaging effectively in dialogue
• Presentation Skill: Formally delivering information to groups
• Writing: Communicating effectively in writing
• Building & Maintaining Relationships: Establishing rapport and maintaining mutually productive relationships
• Business Process Analysis: Defining, assessing, and improving operational processes and workflow

To read the complete job description, please visit the website, www.cccounty.us/hr.

The eligible list established from this recruitment may remain in effect for six (6) months.

Minimum Qualifications

License Required: Possession of a valid California driver's license. Out of state valid motor vehicle operator's license will be accepted during the application process.

Education: Completion of 60 semester units or 90 quarter units at an accredited college or university which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare or a closely related field.

Experience: Two (2) years of full-time or its equivalent experience in a position in a California county with responsibility for public assistance eligibility determination, or Call Center experience.

Substitution: Additional qualifying experience may be substituted for the required education on a year-for-year basis up to a maximum of two (2) years.

Desirable Qualifications:

• Experience determining or reviewing CalFresh, Medi-Cal, or other public assistance eligibility.
• Experience performing quality assurance, call monitoring, case review, compliance review, or performance evaluation.
• Experience interpreting and applying federal, state, and local regulations, policies, and procedures.
• Experience analyzing quantitative and qualitative data and preparing reports, dashboards, or trend summaries.
• Experience using CalSAWS, call center technology, and data reporting tools such as Microsoft Excel or comparable applications.
• Experience presenting findings and working with supervisors or managers on coaching, corrective action, or process improvement.
• Experience developing evaluation tools, quality standards, procedures, or training materials.
  

Selection Process

Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process. Online Multiple-Choice Test: Candidates who clearly demonstrate that they possess the minimum qualifications will be invited to participate in an online test. You will need access to a computer with a reliable internet connection to participate in the assessment. This multiple-choice test will assess candidates on the required competencies and technical skills. (Weighted: 100%). Tentative Date: October 2026 Hiring Interview: Will be scheduled by the department once the eligible list is established.

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment specific questions, please contact Flor Robb at flor.robb@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY

After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER

All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

Contra Costa County is committed to providing equal access and opportunity to qualified individuals with disabilities in its employment practices. If you believe you mayanticipateneeding reasonable accommodation, please visit our job seeker resources page at: Special Testing Accommodations | Contra Costa County, CA Official Website .

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 9/22/2026 11:59 PM Pacific