Customer Experience QA Specialist

Title: Customer Experience QA Specialist

State Role Title: Policy Planning Spec III

Hiring Range: $95,000 - $100,000

Pay Band: 6

Agency: VA Information Tech Agency

Location: VA Information Technologies

Agency Website: www.vita.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as the Customer Experience QA Specialist in the Customer Experience Office.

The Customer Experience QA Specialist role is to provide leadership with data analysis for data-based decisions which includes data visualization and reporting. This position will aggregate data from various sources and make recommendations to improve the customer experience through journey mapping and/or process mapping. This position may lead cross functional teams and customer focus groups to improve the customer experience.

Responsibilities include:

• Collecting, connecting and measuring data points of customer agency digital touch points (example: customer satisfaction surveys) and performing detailed analysis.

• Using Power BI to create data visualization reports for leadership.

• Use tools like journey mapping and process maps for innovation and process improvements.

• Create surveys and analyze data from surveys to perform quantitative and qualitative analysis.

• Modify as needed VITA’s bi-annual customer satisfaction survey and perform analysis to improve the customer experience.

• Collect and analyze data from agency IT strategic plans, help desk tickets and customer satisfaction surveys to identify problem areas as well as opportunities for innovation.

• Lead and facilitate work sessions with customers and internal VITA to improve the customer experience.

• Work cross-functionally with various internal and external stakeholders.

• Collaborate with customer agencies, suppliers and other stakeholders for process improvement.

• Assist in the development of quality control measures, processes and procedures.

• Perform quality assurance reviews of business readiness communications.

• Prepare dashboards and reports from customer experience analysis.

• Evaluate trends in customer satisfaction and dissatisfaction to proactively address issues at the enterprise level.

• Contribute to COV Agency IT Resource (AITR) and Customer Advisory Council (CAC) meetings.

At VITA, we are driven by our mission to deliver sustainable and effective results through innovative, efficient, and secure services. Our vision is to be Virginia's most customer-focused technology partner, dedicated to empowering the Commonwealth by connecting, protecting, and innovating.

Be a part of our transformative journey. Apply now and contribute to shaping the future of technology in Virginia!

Minimum Qualifications

Considerable experience in the data analytics field.

Experience with data mining, data modeling, and data visualization.

Demonstrated ability to perform complex quantitative and qualitative analyses and synthesize conclusions.

Demonstrated ability using Microsoft Excel and pivot tables, Power Query.

Experience with technologies related to data visualization, analytics, and business intelligence applications (e.g. Tableau, Power BI).

Experience in designing and delivering dashboards, scorecards and data stories.

Strong analytical skills, including a thorough understanding of how to interpret business needs, translate them into analytics application requirement.

Considerable knowledge of tech aspects of visualization, analytics, BI applications including data modeling, data preparation/profiling, data integration.

Experience leading customer focus groups to solicit feedback and identify areas of improvement.

Experience translating, communicating, and reporting complex technical concepts and findings to a variety of internal and external audiences.

Additional Considerations

Considerable experience using the following applications: Microsoft Excel, Power Query, Microsoft Power Platform, Project Management, Organization Change management, Salesforce, Tableau, CRM Dynamics, MS SQL, Agile, Service Now, White Boarding Tools, and Survey Tools.

Degree in business, information technology or related field preferred; experience may substitute.

Excellent oral and written communication.

Business analyst certification preferred.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

This position is eligible for one (1) day telework.

Applicants must consent to a fingerprint background check.

The Commonwealth of Virginia welcomes all applicants authorized to work in the United States. Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.

State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.

Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.

VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.

Contact Information

Name: VITA Human Resources

Phone: VITAhr@vita.virginia.gov

Email: VITAhr@vita.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.