DEPT OF TRANSPORTATION

Address: 4005 N. 51st Avenue
Phoenix, AZ 85037

Salary: $40,207.02 

Grade: 17

As a subject matter expert will perform senior level quality assurance and ensure MVD Field Offices and Authorized Third Party (ATP) provider transactions are compliant for approval or correction; identify suspicious or fraudulent source documents and prepare incident reports, assist during investigations; monitor providers and manage the most complex customer service complaints, inquiries and issues, training and/or certifications in specialized areas of expertise; identify high risk situations or processors; and evaluate and recommend changes to work processes and procedures, establish standard of work; provide reports relative to company and processor measurements; maintain detailed activity measurements to Unit process improvement initiatives. Review and analyze policy, procedures, training materials and statute for inconsistencies, outdated procedures/processes providing solutions and/or recommendations. Accumulate statistics on work activities incorporating into management reports. Train field or ATP employees needing additional training; assisting management with work activities, scheduling, or other issues that may arise. Participate in legislative and special project implementation; test automated system applications. Required to drive a state vehicle.

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.

• Perform senior level quality assurance and ensures transactions are in compliance; identify suspicious or fraudulent source documents and prepare incident reports, assist during investigations.
• As subject matter expert monitors providers and manage the most complex customer service complaints, inquiries and issues and provide resolution; identify high risk situations or processors and alert.
• Evaluate and recommend changes to work processes and procedures, establish standard of work. Provide processor measurement reports. Maintain detailed activity measurements to analyze the Unit process improvement initiatives.
• Review and analyze policy, procedures, training materials and statute for inconsistencies, outdated procedures/processes providing solutions and/or recommendations. Accumulate statistics incorporating into management reports.
• Trains field or ATP employees identified as needing additional training; and assist management with work activities, scheduling, or other issues that may arise.
• Participate in legislative implementation and special project implementation. Test automated system applications.
• Other duties as assigned as related to the position.

Knowledge of:
* Extensive knowledge of applicable program rules, regulation, policies and procedures, systems, and relevant statutes.
* Of principles and processes for providing customer and personal services.
* Of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Of the structure and content of the English language, the meaning and spelling of words, rules of composition, and grammar.
* Of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology, Google Workspace.
* Of incident reporting procedures to OIG.

Skill in:
* Skilled in actively looking for ways to help people.
* Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
* Verbal and written communication skills.
* Data entry, retrieval and analysis skills.
* Proficiency with processing Title and Registration / Driver License transactions in the Arizona Motor Vehicle Division system (MAX).

Ability to:
* Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate time.
* To communicate with others to convey information effectively.
* To understand written sentences and paragraphs in work related documents.
* To test automated system applications.
* To effectively analyze work input for compliance and conformance to applicable laws, rules, policies and procedures.

Three years of Driver License and Title & Registration processing experience.

Valid Arizona Driver's license.

Fingerprint clearance required.

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.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:
• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Mandatory participation in the Arizona Retirement System (ASRS) is required

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 712-8188. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.