Quality Assurance Associate
State of Indiana · Indianapolis, IN · 1 mo ago
Quality Assurance$53k/yrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "About The Indiana Department Of Revenue", "Role Overview", "Salary", "A Day In The Life", "What You'll Need For Success", "Supervisory Responsibilities/Direct Reports", "Benefits Of Employment With The State Of Indiana". Also there is "Work for Indiana Begin a fulfilling career..." intro paragraph. We need to use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we can use those headings but we can also use other headings? It says use
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we must only include sections when posting has real, specific content. We need to map content to appropriate headings. We have: - Intro paragraph: "Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana." We can put that as a
before any heading. - About The Indiana Department Of Revenue: This is about the department. Could be "About the role"? Actually "About the role" is generic; but we have specific about department. Could use heading "About the role"? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we can use those headings but we can also use other headings? It says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect us to use those exact headings when appropriate. But we have content about department; maybe we can treat as "About the role". However "About the role" would be generic description of the role; we have "Role Overview". That could be "About the role". The "About The Indiana Department Of Revenue" could be considered "About the role" or maybe we can omit because it's not exactly role but department. But we need to preserve all substantive information; we can include it under a heading like "About the role" or maybe we can create a custom heading? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests we should use those. Safer to map content to those headings.
Let's list sections we have content for:
- About the role: Could combine intro + department description? Actually "About the role" could be the role overview. We have "Role Overview" paragraph. So we can put that under About the role
.
- Responsibilities: The "A Day In The Life" list of essential functions is basically responsibilities. So we can put that under Responsibilities
with - items.
- Requirements / Qualifications: The "What You'll Need For Success" list of knowledge, skills, abilities. That's qualifications/requirements. Could be under
Requirements
or Qualifications
. We need to decide. Probably "Requirements" is appropriate. We'll put that under Requirements
.
- Skills: Could be separate but we already have skills in requirements. Might be redundant. The instruction says prefer a few substantive sections over many thin ones. So we can combine skills into Requirements.
- Benefits: We have "Benefits Of Employment With The State Of Indiana" list. So Benefits
with .
- Pay: We have salary info: "The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience." Also mention compensation calculator. This is substantive; we can include Pay section. However note: we should not include filler like "commensurate with experience" as heading content? Actually the rule: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD")". The salary is specific: starts at $53,222.00. That's specific. So we can include Pay section with that sentence.
- Schedule: Not mentioned. So omit.
- Supervisory Responsibilities/Direct Reports: Could be part of Responsibilities or maybe a separate section? Could be under Responsibilities as a bullet. But we could also create a separate heading? The instruction says prefer few substantive sections. So we can incorporate supervisory note into Responsibilities as a bullet.
We also have "This position is exempt from overtime compensation..." that's about FLSA status; could be under Pay or maybe a note. Could be included in Pay section as additional detail.
We need to remove boilerplate: EEO, equal opportunity, scam-warning, etc. Also remove "Equal Employment Opportunity" paragraph. Also remove navigation/cookie/legal etc. Not present.
We must preserve all substantive information. So we need to include the intro paragraph, department description, role overview, responsibilities list, qualifications list, supervisory note, benefits list, salary info, exemption note.
We must not repeat the job title as a heading (the page already shows it). No job title given, but we avoid.
We must not put Job ID/requisition numbers as headings.
We must output only HTML fragment, no /, no markdown.
Let's craft.
Structure:
Intro paragraph.
About the role
Department description + Role Overview? Actually we have two paragraphs: About The Indiana Department Of Revenue and Role Overview. Could combine into one
or two
under heading. Probably better to have two
under heading.
So:
About the role
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.
Analyzes/audits live and recorded calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center. Provides structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, and the Training teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. Uses Call Center tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Responsibilities
- Establish program objectives, KPIs, and actions to achieve them.
- Develop, update, and monitor all policies and procedures related to the program area.
- Interpret and explain policies, rules, regulations, or laws to leadership or customers.
- Implement corrective action plans to solve program problems.
- Analyze, prepare, and disseminate monthly and annual program reports.
- Review budget and make budgetary recommendations to improve the program area finances.
- Ensure program requirements meet federal and state policies and grants compliance.
- Assist in the development and train employees or agency consultants on program requirements and usage.
- Coordinator and deliver communication plans and communications.
- Serve as a liaison between agency and other state and federal agencies.
- Serve on management committees or other governing boards.
- Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
- Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.
- Ensure work adheres to quality standards, deadlines, and proper procedures.
- This role may be utilized in a supervisory capacity based on agency needs.
- This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
Requirements
- Specialized knowledge in program subject matter obtained through experience and/or education.
- Specialized knowledge of program area including pertinent rules and regulations.
- Extensive knowledge of all source materials and references including federal and state laws governing the programs.
- Ability to develop and implement new principles and policies and discern any far-reaching implications.
- Ability to communicate orally and in writing.
- The ability to apply general rules to specific problems to produce answers that make sense.
- Ability to work effectively with a wide variety of stakeholders.
- Working knowledge of accounting and budget principles.
- Ability to delegate work, set clear direction, and manage workflow.
- Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
- A degree is not required. However, at least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
- Individuals should have the ability to perform essential functions with or without reasonable accommodation.
Benefits
- Three (3) medical plan options (including RX coverage) as well as vision and dental plans
- Wellness Rewards Program: Complete wellness activities to earn gift card rewards
- Health savings account, which includes bi-weekly state contribution
- Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
- Two (2) fully-funded pension plan options
- A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers; Up to 15 hours of paid community service leave; Combined 180 hours of paid vacation, personal, and sick leave time off; 12 paid holidays, 14 on election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program that allows for covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free Parking for most positions
- Free LinkedIn Learning access
Pay
The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.
We need to ensure we didn't include any filler like "commensurate with experience" as heading content; it's inside paragraph, fine.
We
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests we should use those. Safer to map content to those headings.
Let's list sections we have content for:
- About the role: Could combine intro + department description? Actually "About the role" could be the role overview. We have "Role Overview" paragraph. So we can put that under About the role
.
- Responsibilities: The "A Day In The Life" list of essential functions is basically responsibilities. So we can put that under Responsibilities
with - items.
- Requirements / Qualifications: The "What You'll Need For Success" list of knowledge, skills, abilities. That's qualifications/requirements. Could be under
Requirements
or Qualifications
. We need to decide. Probably "Requirements" is appropriate. We'll put that under Requirements
.
- Skills: Could be separate but we already have skills in requirements. Might be redundant. The instruction says prefer a few substantive sections over many thin ones. So we can combine skills into Requirements.
- Benefits: We have "Benefits Of Employment With The State Of Indiana" list. So Benefits
with .
- Pay: We have salary info: "The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience." Also mention compensation calculator. This is substantive; we can include Pay section. However note: we should not include filler like "commensurate with experience" as heading content? Actually the rule: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD")". The salary is specific: starts at $53,222.00. That's specific. So we can include Pay section with that sentence.
- Schedule: Not mentioned. So omit.
- Supervisory Responsibilities/Direct Reports: Could be part of Responsibilities or maybe a separate section? Could be under Responsibilities as a bullet. But we could also create a separate heading? The instruction says prefer few substantive sections. So we can incorporate supervisory note into Responsibilities as a bullet.
We also have "This position is exempt from overtime compensation..." that's about FLSA status; could be under Pay or maybe a note. Could be included in Pay section as additional detail.
We need to remove boilerplate: EEO, equal opportunity, scam-warning, etc. Also remove "Equal Employment Opportunity" paragraph. Also remove navigation/cookie/legal etc. Not present.
We must preserve all substantive information. So we need to include the intro paragraph, department description, role overview, responsibilities list, qualifications list, supervisory note, benefits list, salary info, exemption note.
We must not repeat the job title as a heading (the page already shows it). No job title given, but we avoid.
We must not put Job ID/requisition numbers as headings.
We must output only HTML fragment, no /, no markdown.
Let's craft.
Structure:
Intro paragraph.
About the role
Department description + Role Overview? Actually we have two paragraphs: About The Indiana Department Of Revenue and Role Overview. Could combine into one
or two
under heading. Probably better to have two
under heading.
So:
About the role
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.
Analyzes/audits live and recorded calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center. Provides structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, and the Training teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. Uses Call Center tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Responsibilities
- Establish program objectives, KPIs, and actions to achieve them.
- Develop, update, and monitor all policies and procedures related to the program area.
- Interpret and explain policies, rules, regulations, or laws to leadership or customers.
- Implement corrective action plans to solve program problems.
- Analyze, prepare, and disseminate monthly and annual program reports.
- Review budget and make budgetary recommendations to improve the program area finances.
- Ensure program requirements meet federal and state policies and grants compliance.
- Assist in the development and train employees or agency consultants on program requirements and usage.
- Coordinator and deliver communication plans and communications.
- Serve as a liaison between agency and other state and federal agencies.
- Serve on management committees or other governing boards.
- Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
- Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.
- Ensure work adheres to quality standards, deadlines, and proper procedures.
- This role may be utilized in a supervisory capacity based on agency needs.
- This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
Requirements
- Specialized knowledge in program subject matter obtained through experience and/or education.
- Specialized knowledge of program area including pertinent rules and regulations.
- Extensive knowledge of all source materials and references including federal and state laws governing the programs.
- Ability to develop and implement new principles and policies and discern any far-reaching implications.
- Ability to communicate orally and in writing.
- The ability to apply general rules to specific problems to produce answers that make sense.
- Ability to work effectively with a wide variety of stakeholders.
- Working knowledge of accounting and budget principles.
- Ability to delegate work, set clear direction, and manage workflow.
- Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
- A degree is not required. However, at least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
- Individuals should have the ability to perform essential functions with or without reasonable accommodation.
Benefits
- Three (3) medical plan options (including RX coverage) as well as vision and dental plans
- Wellness Rewards Program: Complete wellness activities to earn gift card rewards
- Health savings account, which includes bi-weekly state contribution
- Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
- Two (2) fully-funded pension plan options
- A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers; Up to 15 hours of paid community service leave; Combined 180 hours of paid vacation, personal, and sick leave time off; 12 paid holidays, 14 on election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program that allows for covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free Parking for most positions
- Free LinkedIn Learning access
Pay
The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.
We need to ensure we didn't include any filler like "commensurate with experience" as heading content; it's inside paragraph, fine.
We
Requirements
orQualifications
. We need to decide. Probably "Requirements" is appropriate. We'll put that underRequirements
. - Skills: Could be separate but we already have skills in requirements. Might be redundant. The instruction says prefer a few substantive sections over many thin ones. So we can combine skills into Requirements. - Benefits: We have "Benefits Of Employment With The State Of Indiana" list. SoBenefits
with- .
- Pay: We have salary info: "The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience." Also mention compensation calculator. This is substantive; we can include Pay section. However note: we should not include filler like "commensurate with experience" as heading content? Actually the rule: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD")". The salary is specific: starts at $53,222.00. That's specific. So we can include Pay section with that sentence.
- Schedule: Not mentioned. So omit.
- Supervisory Responsibilities/Direct Reports: Could be part of Responsibilities or maybe a separate section? Could be under Responsibilities as a bullet. But we could also create a separate heading? The instruction says prefer few substantive sections. So we can incorporate supervisory note into Responsibilities as a bullet.
We also have "This position is exempt from overtime compensation..." that's about FLSA status; could be under Pay or maybe a note. Could be included in Pay section as additional detail.
We need to remove boilerplate: EEO, equal opportunity, scam-warning, etc. Also remove "Equal Employment Opportunity" paragraph. Also remove navigation/cookie/legal etc. Not present.
We must preserve all substantive information. So we need to include the intro paragraph, department description, role overview, responsibilities list, qualifications list, supervisory note, benefits list, salary info, exemption note.
We must not repeat the job title as a heading (the page already shows it). No job title given, but we avoid.
We must not put Job ID/requisition numbers as headings.
We must output only HTML fragment, no /, no markdown.
Let's craft.
Structure:
- Establish program objectives, KPIs, and actions to achieve them.
- Develop, update, and monitor all policies and procedures related to the program area.
- Interpret and explain policies, rules, regulations, or laws to leadership or customers.
- Implement corrective action plans to solve program problems.
- Analyze, prepare, and disseminate monthly and annual program reports.
- Review budget and make budgetary recommendations to improve the program area finances.
- Ensure program requirements meet federal and state policies and grants compliance.
- Assist in the development and train employees or agency consultants on program requirements and usage.
- Coordinator and deliver communication plans and communications.
- Serve as a liaison between agency and other state and federal agencies.
- Serve on management committees or other governing boards.
- Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
- Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees.
- Ensure work adheres to quality standards, deadlines, and proper procedures.
- This role may be utilized in a supervisory capacity based on agency needs.
- This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
- Specialized knowledge in program subject matter obtained through experience and/or education.
- Specialized knowledge of program area including pertinent rules and regulations.
- Extensive knowledge of all source materials and references including federal and state laws governing the programs.
- Ability to develop and implement new principles and policies and discern any far-reaching implications.
- Ability to communicate orally and in writing.
- The ability to apply general rules to specific problems to produce answers that make sense.
- Ability to work effectively with a wide variety of stakeholders.
- Working knowledge of accounting and budget principles.
- Ability to delegate work, set clear direction, and manage workflow.
- Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.
- A degree is not required. However, at least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
- Individuals should have the ability to perform essential functions with or without reasonable accommodation.
- Three (3) medical plan options (including RX coverage) as well as vision and dental plans
- Wellness Rewards Program: Complete wellness activities to earn gift card rewards
- Health savings account, which includes bi-weekly state contribution
- Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
- Two (2) fully-funded pension plan options
- A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers; Up to 15 hours of paid community service leave; Combined 180 hours of paid vacation, personal, and sick leave time off; 12 paid holidays, 14 on election years
- Education Reimbursement Program
- Group life insurance
- Referral Bonus program
- Employee assistance program that allows for covered behavioral health visits
- Qualified employer for the Public Service Loan Forgiveness Program
- Free Parking for most positions
- Free LinkedIn Learning access
Intro paragraph.
About the role
Department description + Role Overview? Actually we have two paragraphs: About The Indiana Department Of Revenue and Role Overview. Could combine into one
or two
under heading. Probably better to have two
under heading. So:
About the role
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.
Analyzes/audits live and recorded calls, emails, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center. Provides structured and timely recommendations; verbal and/or written feedback to Call Center leadership, Call Center operations, and the Training teams. Performs mock calls with new hires post-training to determine readiness for moving into support. Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. Uses Call Center tools to gather data and analyze trends or patterns affecting quality. Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Responsibilities
Requirements
Benefits
Pay
The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.
We need to ensure we didn't include any filler like "commensurate with experience" as heading content; it's inside paragraph, fine. We