Departmental Specialist 13 - Bureau of Quality and Customer Experience

POSITION DUTIES

This position serves as the Quality and Customer Experience Specialist supporting the Bureau of Quality and Customer Experience (BQCX). Providing accountability and project management functions for bureau wide projects, special initiatives, reporting and customer experience analysis.

Led documentation, planning, development, and implementation of projects impacting BQCX. Tracks, monitors and analyzes customer interactions with public facing teams to develop process improvements and recommendations to improve the experience. Supports initiatives to develop and maintain the MDOS Forms repository.

Required Education And Experience

• Education: Possession of a bachelor's degree in any major.
• Experience: Four years of professional experience, including two years equivalent to the experienced (P11) level or one year equivalent to the advanced (12) level.

Alternate Education And Experience

• Two years of Dept of State Branch Supervisor 11 level or above experience with a bachelor's degree.
• One year of Departmental Supervisor 11 level experience with a bachelor's degree.
• One year of Departmental Supervisor 12 level or above experience with a bachelor's degree.
• Four years of Dept of State Branch Supervisor 11 level or above experience with a high school diploma or equivalent.
• Four years of Departmental Supervisor 11 level experience with a high school diploma or equivalent.
• Three years of Departmental Supervisor 12 level or above experience with a high school diploma or equivalent.

Additional Requirements And Information

• The use of AI (Artificial Intelligence) in the selections process (i.e. application, written exercises, cover letter, etc.) with MDOS is not permitted.
• Transcripts that do not meet the required standards are considered unofficial.
• Criminal and driving records will be checked.
• A pre-employment drug test is required.