QUALITY ASSURANCE MANAGER

DEPARTMENT OF ECONOMIC SECURITY Your Partner For A Stronger Arizona. DES works with families, community organizations, advocates and state and federal partners to realize our collective vision: A thriving Arizona. DES serves more than 3 million Arizonans. Our Mission is to strengthen individuals, families, and communities for a better quality of life. QUALITY ASSURANCE MANAGER Job Location: Division of Benefits and Medical Eligibility (DBME) Office of Program Evaluation (OPE) 8620 North 22nd Avenue, Phoenix, Arizona 85021 Posting Details: Salary: $28.8750 Hourly / ($60,060.00 Annually) Grade: 20 Closing Date: October 17, 2026 Job Summary: Would you like to be part of an amazing team that helps Arizonans thrive?

At the Department of Economic Security (DES) we strengthen individuals, families, and communities for a better quality of life. DES is looking for individuals who are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov ; or click on the link here to view ‘Our DES’ video. Come Join the DES Team! The Department of Economic Security, Division of Benefits and Medical Eligibility is seeking an experienced and highly motivated individual to join our team as a Quality Assurance Manager for OPE.

This position is under general direction from the Social Service Administrator III, supervises, coaches, counsels, mentors, directs, trains, and completes performance evaluations and disciplinary actions for the Benefits and Eligibility Specialist (BES) Advanced staff in the Office of Program Evaluation (OPE). Directly responsible for the accuracy, thoroughness, and timeliness of work assignments of BES Advanced staff to validate compliance with agency requirements, and to ensure the intent of federal and state laws relevant to the Supplemental Nutrition Assistance Program (SNAP) are met.

Information exchange and collaborative partnerships through excellent customer service with internal and external stakeholders. Facilitate and participate in various agency work group sessions, representing the OPE and focusing on the intent of the vision and mission of DES and the OPE; provide recommendations to management for streamlining internal and external policy and procedures; attend and actively participate in maintaining a close partnership with the United States Department of Agriculture (USDA) Food and Nutrition Administration (FNA) and the Family Assistance Administration (FAA) by means of meetings and conferences.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces.

All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance. Job Duties: Essential Duties and responsibilities include but are not limited to: Plan, organize, and supervisor the activities of a Quality Control Unit engaged in the evaluation, investigation, analysis, determination, and assurance of the quality of work in the Nutrition Assistance (NA) program regarding the accuracy of eligibility, payment, and issuance.

Evaluate the quality of work through a case read process and monthly conferences, prepare evaluations, determine training needs, develop, prepare training materials, coordinate, and present training, when necessary, implement corrective action plans as needed, conduct error analysis through the QC Peer Review process. Provide continual technical assistance to staff by researching State policy and procedures, Federal rules and regulations, and an in-depth knowledge and instruction of the use of QC’s automated review system.

Analyze errors and probable causes of errors. Develop error trend reports. Monitor unit timeliness to ensure compliance with Federal and State deadlines. Coordinate and actively participate as members of the Quality Control Review Committee. Coordinate/facilitate and/or actively participate in monthly policy review meetings, QC Panel Reviews, QC/OPE Management meetings, participate in FAA scheduled functions for the enlightenment of the QC review process.

Review all federal administrative notices, registers, waivers, and arbitration letters (available through the FNS Partner Web Site) to recommend options for the State of Arizona to pursue in order to become eligible to be awarded high-performance bonus monies from USDA. Review State policy clarifications, broadcasts and bulletins ensuring that they are in compliance with Federal regulations. Provide comments to FAA on proposed changes to state policy.

Knowledge, Skills & Abilities (KSAs): Knowledge in: Food and Nutrition Services, Department of Agriculture Code of Federal Regulations (CFR) Volume 4, Title 7, Parts 273.1-273.32, Certification of eligible Households. Federal Quality Control rules, regulations and audit procedures for Nutrition Assistance outlined in the FSA 310 Handbook and USDA/FNA partner website. QC automated review system, Excel budgets, FAA policy manual and the QC Handbook for determining the accuracy of QC case audits.

Skills in: Professional communication skills (verbal and written). Mentoring and training staff. Providing direction with complex policy, mediate conflicts with workloads, staffing issues, procedures and resolve differences. Ability to: Analyze and evaluate staff performance to ensure accuracy and continuous improvement of job skills and provide training and guidance to OPE and FAA staff. Analyze and make recommendations to improve Arizona’s accuracy rate and evaluate existing work processes and formulate plans for improvement.

Prioritize, plan and organize multiple tasks, provide direction, motivation, and mentoring, and formulate corrective action plans and the application and interpretation of complicated state and federal rules and regulations. Selective Preference(s): The ideal candidate for this position will have: Three (3) years of work experience in a public assistance quality evaluation staff capacity (such as a Benefits and Eligibility Specialist – Step 2).

OR two (2) years of work experience in a supervisory capacity (such as a Benefits and Eligibility Supervisor or Benefits and Eligibility Manager). Pre-Employment Requirements: If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. Successfully pass background and reference check; employment is contingent upon completion of the above-mentioned process and the Agency’s ability to reasonably accommodate any restrictions.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits: The Arizona Department of Economic Security offers a comprehensive benefits package to include: Affordable medical, dental, life, and short-term disability insurance plans Participation in the Arizona State Retirement System (ASRS) and long-term disability plans 10 paid holidays per year Paid vacation and sick time Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.

Deferred compensation plan Wellness plans Tuition Reimbursement Stipend Opportunities Infant at Work Program Rideshare and Public Transit Subsidy Career Advancement & Employee Development Opportunities By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right.

An agency may terminate a remote work agreement at its discretion. Learn more about the Paid Parental Leave program here . For a complete list of benefits provided by The State of Arizona, please visit our benefits page Retirement : State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period.

The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments. On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

Contact Us: For questions aobut this career opportunity, please contact Jennifer Honhoinewa at 480-356-6674 or at [email protected] . The State of Arizona is an Equal Opportunity/Reasonable Accommodcation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 480-356-6674. Requests should be made as early as possible to allow time to arrange the accommodation.