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Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00043210 You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section

Position Title: Quality Assurance Specialist IV (Operations Quality Assurance Representative) Class/Group: 1413/B22 Military Occupation Specialty Code: N/A Fair Labor Standards Act Status: Exempt Number of Vacancies: 1 Division/Section: Chief Operations Office/Program Operations/CTS Service Fulfillment Salary Range: $4551.17 - $6250.00 monthly Duration: Regular Hours Worked Weekly: 40 Work Schedule: This position may be eligible for flexible work hours and/or a hybrid work schedule if certain program guidelines are met; working arrangements may change at any time at the sole discretion of the agency. Travel: None Work Address: Central / Austin, Texas 78756 Web site: https://dir.texas.gov/ Refer Inquiries to: People and Culture Office Telephone: (512) 463-5920 or (512) 475-4957 How To Apply: Select Apply Online to apply for the job athttps://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en You must create a CAPPS Career Section candidate profile or be logged in to apply. Update your profile and apply for the job by navigating through the pages and steps. Once ready, select Submit on the Review and Submit page. If you have problems accessing the CAPPS Career Section, please follow the instructions in the Resetting CAPPS Password for Job Candidate desk aid. Special Instructions: Applicants must provide in-depth information in theEXPERIENCE CREDENTIALSsection to demonstrate howthey meet the position qualifications. Incomplete applications may result in disqualification. Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in theEXPERIENCE CREDENTIALSsection of the application. Interview Place/Time: Candidates will be notified for appointments as determined by the selection committee. Notice: Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment. Equal Opportunity Employer The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability. Please call 512-463-5920 to request reasonable accommodation. What We Do We are a technology agency powered by people. DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents. DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 250 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how technology serves Texans. Position Summary The individual in this role will perform highly advanced quality assurance work. Work involves overseeing the planning, development, and administration of quality assurance and compliance activities for Telecom Quality Assurance on the Communications Technology Services (CTS) Service Fulfillment Team in the Program Operations Division; includes evaluating and monitoring processes and procedures for all telecommunications functions within the Operations division. Provides feedback on status to management and affected personnel, including reports on trouble tickets and escalations. Ensures customer issues are a dressed and corrective action is taken. Works to improve customer satisfaction by providing effective communication to internal and external customers. May train others in quality assurance activities. Works under minimal supervision with extensive latitude for the use of initiative and independent judgment. Oversees, plans, and administers quality control programs to ensure customer satisfaction and compliance activities. Works with customers, vendors, and DIR management to provide resolution of service discrepancies, includes providing escalation support for all telecommunications services. Notifies customers of DIR activities as appropriate Identifies and implements tools and training needed for telecommunications staff within the Operations division as new program policies and procedures are implemented or new programs are mandated; includes identifying and organizing appropriate staff with required skills and experience to accomplish assigned tasks. Works with the Network Operations Center (NOC) and monitors scheduled maintenance and outage notifications. Participates in the preparation and review of project plans, processes, and procedures; includes working with internal staff on creating and updating Standard Operating Procedures Monitors and reviews performance measures and Service Level Agreements (SLA) for the division; researches and produces quarterly SLA reports; monitors quality of work orders and trouble tickets and reports problems to management; includes reporting on trouble ticket workload and activity. Responsible for Change Control Calendar Notifications Performs other work-related duties as assigned. Qualifications: Education Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, business administration or related field. Additional work-related experience may be substituted for education on a year-for-year basis. High-school diploma required. Experience and Training Required Minimum of three (3) years experience working directly with customers, conducting quality assurance activities and handling customer escalations. Experience monitoring service level agreements. Experience analyzing, recommending, and developing business processes, policies, standards, and guidelines that enhance program efficiency and customer satisfaction. Experience and Training Preferred Experience in Remedy (BMC Helix) ticket system and Configuration Management Database (CMDB) Experience generating operational reports. Knowledge, Skills, and Abilities Working knowledge of basic telecommunication services helpful. Strong analytical skills and attention to detail. Skill in coordinating and solving complex problems Skill in working with vendors and customers in troubleshooting issues. Demonstrated ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments. Ability to establish and maintain service orientation and effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers. Ability to understand, follow a