CalPERS
Join to apply for the
Senior Quality Assurance Analyst
role at
CalPERS Join to apply for the
Senior Quality Assurance Analyst
role at
CalPERS This range is provided by CalPERS. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Position Details
Job Code #:
JC-486563
Position #(s):
275-190-5393-710
Working Title:
Senior Quality Assurance Analyst
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$6,031.00 - $7,547.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Shall Consider:
STAFF SERVICES ANALYST
$3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
# of Positions:
1
Work Location:
Sacramento County
Telework:
Telework
Job Type:
Permanent, Full Time
Department Information
The California Public Employees Retirement System (CalPERS) is the nations largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, were committed to people the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.
If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website !
To take a look at CalPERS as a destination employer, view this YouTube video .
Job Description And Duties
Anticipated Interview Dates:
We anticipate Virtual interviews being held beginning the week of September 9, 2025. We look forward to meeting with you!
Telework Information:
This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.
Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.
California Public Employees' Retirement System (CalPERS) seeks a Staff Services Analyst (SSA) in the Customer Experience Division (CXD), Quality Assurance (QA) Team.
Under the supervision of a Staff Services Manager I (SSM I), the QA analyst is responsible for administering the Five Star Customer Experience Program. Responsibilities include assessing interactions completed by phone agents to ensure that customer service standards are met, providing reports and statistical data regarding the Five Star Customer Experience Program, identifying trends and training opportunities.
Success in this position requires the ability to learn quickly, work in a fast-paced environment, set priorities and meet deadlines, while effectively aligning with and implementing management direction and decisions, utilizing strong organizational and time management skills, interpreting and applying provisions of law, court decisions, and departmental policies, working independently, exercising good judgement in all work-related activities, and working effectively with sensitive subject matter. The ideal candidate would also possess strong computer skills and effective communication skills, orally and in writing.
How did you hear about this position? Tell us in this brief survey .
You will find additional information about the job in the
Duty Statement
.
Special Requirements
Please provide a Statement of Qualifications (SOQ) for the hiring managers review. Applications received without an SOQ or those that do not respond to the specific questions below
will not
be considered.
The SOQ must be typed, titled Statement of Qualifications, and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two page(s) in length and must have Arial font that is 11 point size.
Describe your experience and understanding of a Quality Assurance program in a Contact Center and why you are interested in this position. Please include your experience working in or supporting a Contact Center environment. Describe your experience mentoring agents to achieve excellent customer service results. How do you recognize what improvements are needed and how do you measure the success of the mentoring provided? Describe how you exercise a high degree of independence and responsibility in your current position while maintaining accuracy and efficiency.
Minimum Qualifications
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package.
If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit
the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHRs CalCareers website .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 8/12/2025
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including Your Examination/Employment Application (STD 678) And Applicable Or Required Documents) Must Be Submitted To Apply For This Job Posting. Application Packages May Be Submitted Electronically Through Your CalCareer Account At Www.CalCareers.ca.gov. When Submitting Your Application In Hard Copy, a Completed Copy Of The Application Package Listing Must Be Included. If You Choose To Not Apply Electronically, a Hard Copy Application Package May Be Submitted Through An Alternative Method Listed Below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Public Employees Retirement System
Postal
Attn: JC-486563/EB
Human Resources Division, Recruitment
P. O. Box 942718
Sacramento , CA 94229-2718
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Public Employees Retirement System
Drop-Off
HRSD, SSU JC-486563/EB
400 Q Street, Lincoln Plaza North
1st floor drop box by security desk
Sacramento , CA 95811
08:00 AM - 05:00 PM
Required Application Package Documents
The Following Items Are Required To Be Submitted With Your Application. Applicants Who Do Not Submit The Required Items Timely May Not Be Considered For This Job:
Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is optional. It may be included, but is not required. Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring managers review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Quality Assurance Industries
Government Administration Referrals increase your chances of interviewing at CalPERS by 2x Get notified about new Senior Quality Assurance Analyst jobs in
Sacramento, CA . Woodland, CA $97,000.00-$145,000.00 3 weeks ago Sacramento, CA $114,000.00-$145,000.00 2 weeks ago Sacramento, CA $114,000.00-$145,000.00 2 weeks ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Senior Quality Assurance Analyst
role at
CalPERS Join to apply for the
Senior Quality Assurance Analyst
role at
CalPERS This range is provided by CalPERS. Your actual pay will be based on your skills and experience talk with your recruiter to learn more. Base pay range
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
Position Details
Job Code #:
JC-486563
Position #(s):
275-190-5393-710
Working Title:
Senior Quality Assurance Analyst
Classification:
ASSOCIATE GOVERNMENTAL PROGRAM ANALYST
$6,031.00 - $7,547.00 A
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Shall Consider:
STAFF SERVICES ANALYST
$3,861.00 - $4,839.00 A
$4,181.00 - $5,233.00 B
$5,014.00 - $6,276.00 C
# of Positions:
1
Work Location:
Sacramento County
Telework:
Telework
Job Type:
Permanent, Full Time
Department Information
The California Public Employees Retirement System (CalPERS) is the nations largest public pension fund, providing retirement and health benefits to public employees, retirees, and their families. Headquartered in downtown Sacramento, we are a destination employer with an international reputation for leadership and innovation. At CalPERS, were committed to people the people we serve, our team members, and the larger community around us. CalPERS is situated near the Napa Valley, San Francisco, Lake Tahoe, and other desirable destinations, and we offer competitive benefit packages, compensation, and opportunities for advancement.
If you are interested in becoming part of a diverse and inclusive workforce where talent, experience, and expertise are valued, CalPERS invites you to apply for this employment opportunity. To find out more about our Diversity, Equity, and Inclusion efforts, visit our website !
To take a look at CalPERS as a destination employer, view this YouTube video .
Job Description And Duties
Anticipated Interview Dates:
We anticipate Virtual interviews being held beginning the week of September 9, 2025. We look forward to meeting with you!
Telework Information:
This position is eligible for a full-time remote schedule, with a requirement to occasionally report to the office.
Sponsorship
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for visa sponsorship. CalPERS does not participate in E-Verify for employment authorization purposes.
California Public Employees' Retirement System (CalPERS) seeks a Staff Services Analyst (SSA) in the Customer Experience Division (CXD), Quality Assurance (QA) Team.
Under the supervision of a Staff Services Manager I (SSM I), the QA analyst is responsible for administering the Five Star Customer Experience Program. Responsibilities include assessing interactions completed by phone agents to ensure that customer service standards are met, providing reports and statistical data regarding the Five Star Customer Experience Program, identifying trends and training opportunities.
Success in this position requires the ability to learn quickly, work in a fast-paced environment, set priorities and meet deadlines, while effectively aligning with and implementing management direction and decisions, utilizing strong organizational and time management skills, interpreting and applying provisions of law, court decisions, and departmental policies, working independently, exercising good judgement in all work-related activities, and working effectively with sensitive subject matter. The ideal candidate would also possess strong computer skills and effective communication skills, orally and in writing.
How did you hear about this position? Tell us in this brief survey .
You will find additional information about the job in the
Duty Statement
.
Special Requirements
Please provide a Statement of Qualifications (SOQ) for the hiring managers review. Applications received without an SOQ or those that do not respond to the specific questions below
will not
be considered.
The SOQ must be typed, titled Statement of Qualifications, and each response must be numbered and list all relevant experience, education, and training, including places of employment, dates, and duties performed. The SOQ must not exceed two page(s) in length and must have Arial font that is 11 point size.
Describe your experience and understanding of a Quality Assurance program in a Contact Center and why you are interested in this position. Please include your experience working in or supporting a Contact Center environment. Describe your experience mentoring agents to achieve excellent customer service results. How do you recognize what improvements are needed and how do you measure the success of the mentoring provided? Describe how you exercise a high degree of independence and responsibility in your current position while maintaining accuracy and efficiency.
Minimum Qualifications
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package.
If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit
the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHRs CalCareers website .
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 8/12/2025
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Complete Application Packages (including Your Examination/Employment Application (STD 678) And Applicable Or Required Documents) Must Be Submitted To Apply For This Job Posting. Application Packages May Be Submitted Electronically Through Your CalCareer Account At Www.CalCareers.ca.gov. When Submitting Your Application In Hard Copy, a Completed Copy Of The Application Package Listing Must Be Included. If You Choose To Not Apply Electronically, a Hard Copy Application Package May Be Submitted Through An Alternative Method Listed Below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Public Employees Retirement System
Postal
Attn: JC-486563/EB
Human Resources Division, Recruitment
P. O. Box 942718
Sacramento , CA 94229-2718
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Public Employees Retirement System
Drop-Off
HRSD, SSU JC-486563/EB
400 Q Street, Lincoln Plaza North
1st floor drop box by security desk
Sacramento , CA 95811
08:00 AM - 05:00 PM
Required Application Package Documents
The Following Items Are Required To Be Submitted With Your Application. Applicants Who Do Not Submit The Required Items Timely May Not Be Considered For This Job:
Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position. Resume is optional. It may be included, but is not required. Statement of Qualifications - In addition to completing your online job application, you must provide a Statement of Qualifications (SOQ) for the hiring managers review. Please see the Special Requirements section for instructions and questions for the SOQ. Applications received without an SOQ will not be considered.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Quality Assurance Industries
Government Administration Referrals increase your chances of interviewing at CalPERS by 2x Get notified about new Senior Quality Assurance Analyst jobs in
Sacramento, CA . Woodland, CA $97,000.00-$145,000.00 3 weeks ago Sacramento, CA $114,000.00-$145,000.00 2 weeks ago Sacramento, CA $114,000.00-$145,000.00 2 weeks ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr