Program Specialist - Quality Assurance
Arizona Department of Administration · Posted Nov 10, 2026
- Phoenix, Arizona, United States
- $28–$58K per year
- 3+ years
Lead to Intake Hotline Specialists at the Arizona Child Abuse Hotline, providing real‑time guidance, coaching, and mentoring, reviewing communications, and ensuring quality assurance and process improvement.
Compensation
Salary: $27.8125 hourly/$57,850.0000 annual (10% differential)
Responsibilities
- Provides real‑time guidance, coaching, and mentoring with regards to determining DCS report criteria for investigation, policy/procedure adherence and date entry into the Guardian database.
- Reviews, tracks and analyzes communications to determine if accurate decisions were made based on policies and procedures.
- Provides support for the continuous monitoring of intake phone queues to ensure callers do not experience excessive hold times and that Program Specialists are maximizing utilization of time.
- Identifies and documents any quality issues that arise within daily operations. Analyzes and collects data to ensure that desired program changes are effective while objectives are achieved, and program changes are maintained.
- Other duties as assigned as related to the position.
Requirements
- Master’s or Bachelor’s Degree from an accredited college or University
- Three (3) years of combined DCS Specialist Trainee and DCS Specialist experience
- Three (3) years of combined DCS Specialist/OCWI Investigator experience (including DCS Specialist Trainee)