State of Michigan
Departmental Supervisor 11 - Quality Assurance Unit
State of Michigan, Lansing, Michigan, United States, 48900
Position Duties
The Quality Assurance (QA) Supervisor is a first‑line supervisor of technician positions in a standard work area, responsible for managing the day‑to‑day operations of the QA Unit within a State of Michigan contact center. This role ensures a high standard of customer service by overseeing the monitoring and evaluation of customer interactions across multiple channels (e.g., phone, email). The QA Supervisor develops quality improvement initiatives and prepares performance reports to drive continuous enhancement of the contact center's services. Position Description – Departmental Supervisor 11 Appointment Type / Benefits
This position is Full‑Time. Therefore, you would be eligible to participate in the benefits offered by the state. Education
Educational level typically acquired through completion of high school. Experience
One year of experience equivalent to a Departmental Supervisor 10, Office Supervisor 11, or Secretary Supervisor 11; two years equivalent to an experienced‑level technician, paraprofessional, professional; Office Supervisor 9 and 10, Secretary Supervisor 10, Emergency Dispatch Supervisor 10, or Human Resources Customer Service Supervisor 10; or two years of Office Supervisor 9 and 10, or a Secretary Supervisor 10 and 11. Artificial Intelligence Notice
The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. Application Instructions
You must apply for this vacancy through the NEOGOV system; click on "Apply" in the job posting for instructions in submitting your electronic application. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results. Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment. Citizenship and Security Checks
Position requires incumbent be a United States Citizen and pass a thorough background investigation to comply with Public Act 7 of 2008, Public Act 23 of 2008, and the Memorandum of Agreement between the State of Michigan and the Department of Homeland Security. As part of the Department of State's continued efforts to produce secure driver's licenses and personal identification cards, state law (Public Act 7 of 2008) requires the Department to perform security checks on designated positions. This notice is to inform you that if you are appointed to a Security Checked Position, you must provide proof of U.S. Citizenship and continue to meet the requirements for the duration of the position. Employment may be terminated if U.S. Citizenship cannot be verified by the first day of employment. The following documents may be used to verify proof of citizenship: Original certified birth certificate issued by a government unit in the U.S. or U.S. territory Valid, unexpired U.S. passport Certificate of Citizenship (N‑560, or N‑561) Certificate of Naturalization (N‑550, N‑570 or N‑578) The current legal name and date of birth on the citizenship and identity documents should match. Spelling needs to match exactly. Date of birth needs to be an exact match. If the current legal name is different from the name on the birth certificate, the employee must show legal proof of the name change (i.e. original marriage license, divorce decree or court order).
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The Quality Assurance (QA) Supervisor is a first‑line supervisor of technician positions in a standard work area, responsible for managing the day‑to‑day operations of the QA Unit within a State of Michigan contact center. This role ensures a high standard of customer service by overseeing the monitoring and evaluation of customer interactions across multiple channels (e.g., phone, email). The QA Supervisor develops quality improvement initiatives and prepares performance reports to drive continuous enhancement of the contact center's services. Position Description – Departmental Supervisor 11 Appointment Type / Benefits
This position is Full‑Time. Therefore, you would be eligible to participate in the benefits offered by the state. Education
Educational level typically acquired through completion of high school. Experience
One year of experience equivalent to a Departmental Supervisor 10, Office Supervisor 11, or Secretary Supervisor 11; two years equivalent to an experienced‑level technician, paraprofessional, professional; Office Supervisor 9 and 10, Secretary Supervisor 10, Emergency Dispatch Supervisor 10, or Human Resources Customer Service Supervisor 10; or two years of Office Supervisor 9 and 10, or a Secretary Supervisor 10 and 11. Artificial Intelligence Notice
The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted. If it is substantiated that AI was used in the process, your application will be removed from consideration. Application Instructions
You must apply for this vacancy through the NEOGOV system; click on "Apply" in the job posting for instructions in submitting your electronic application. Your application for any position does not guarantee that you will be contacted by the Department for further consideration. Only those applicants interviewed will be notified of the results. Civil Service Commission Rule 2-7 requires that all newly hired state employees submit to and pass a pre-employment drug test prior to their actual appointment. Due to the nature of work of the Department of State, criminal records will be checked. Any position offer will be conditional until results of the criminal background record checks indicate eligibility for employment. Citizenship and Security Checks
Position requires incumbent be a United States Citizen and pass a thorough background investigation to comply with Public Act 7 of 2008, Public Act 23 of 2008, and the Memorandum of Agreement between the State of Michigan and the Department of Homeland Security. As part of the Department of State's continued efforts to produce secure driver's licenses and personal identification cards, state law (Public Act 7 of 2008) requires the Department to perform security checks on designated positions. This notice is to inform you that if you are appointed to a Security Checked Position, you must provide proof of U.S. Citizenship and continue to meet the requirements for the duration of the position. Employment may be terminated if U.S. Citizenship cannot be verified by the first day of employment. The following documents may be used to verify proof of citizenship: Original certified birth certificate issued by a government unit in the U.S. or U.S. territory Valid, unexpired U.S. passport Certificate of Citizenship (N‑560, or N‑561) Certificate of Naturalization (N‑550, N‑570 or N‑578) The current legal name and date of birth on the citizenship and identity documents should match. Spelling needs to match exactly. Date of birth needs to be an exact match. If the current legal name is different from the name on the birth certificate, the employee must show legal proof of the name change (i.e. original marriage license, divorce decree or court order).
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