Unemployment Insurance Customer Care Quality Manager

We are excited to announce an opportunity to join our dynamic team within The Division of Unemployment Insurance (DUI). We are currently seeking a dedicated, motivated and skilled professional candidate for the position of Customer Care Quality Manager.  This role offers an excellent chance to contribute to meaningful projects, grow within a supportive environment, and make a tangible impact in forward thinking organization. If you are looking for an exciting career with great benefits, pension, generous leave, competitive salary, and the opportunity for advancement and professional growth, apply to join the DUI team today!

20

Baltimore City

The Customer Experience Manager is responsible for ensuring exceptional service delivery standards in the Unemployment Insurance (UI) Claims and Benefits Centers and Employer Services units. This is achieved through comprehensive quality assurance initiatives, performance monitoring, and continuous improvement strategies. The position includes analyzing customer interactions (calls, emails, and other channels) to assess agent performance, provide feedback, identify areas for improvement, and implement actionable solutions. This role serves as a critical link between operational excellence and customer satisfaction while ensuring compliance with Maryland state regulations and federal guidelines. Secondarily, the Customer Experience Manager supports training initiatives, reporting, metrics tracking, root cause analysis, and continuous improvement efforts. Working in partnership with operations, this position develops evaluation processes, implements feedback mechanisms, and ensures that improvements are documented as part of a comprehensive quality strategy.

Position duties includes but are not limited to the following: 

Education: Bachelor’s degree in Business Administration, Management, Public Administration, Human Resources, or related field.

• Master's degree in Business Administration, Public Administration, or related field.
• Five or more year's of experience in customer service management or quality assurance leadership, preferably in a public sector environment. 
• Experience with call center management, QA framework, and dashboard reporting tools. 
• Knowledge of Maryland Unemployment Insurance policies, federal guidelines, and regulatory compliance requirements. 
• Strong experience in mentoring, training, developing and performance management.

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. 

Resumes are acceptable and strongly encourage. 

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.

For positions that require Bachelor/Master Degree etc:

Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-2925.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.

This is a full-time, permanent position and eligible for full State benefits, which include:

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status.

 If you are unable to apply online, or encounter difficulty attaching required or optional documentation, You may email me at felicia.ransome@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing. 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION 

Completed applications, required documentation, and any required addendums may be mailed to: 

Maryland Department of Labor/Office of Administration
Attn: Unemployment Insurance Customer Care Quality Manager (FR)
100 S. Charles Street, Tower I, Ste. 5000
Baltimore, MD 21201

The MD State Application Form can be found online 

Maryland Department of Labor is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status