Quality Assurance Program Manager Posting Begin Date: 2025/01/10 Posting End Date: 2025/01/17 Work Type: Full Time Location: Boise, ID, United States Minimum Salary: 34.25 Maximum Salary: 34.25 Pay Rate Type: Hourly Description State of Idaho Tax Commission Career Opportunity Applications will be accepted through 4:59 PM MST on the posting end date. The Idaho State Tax Commission has an opening for a Program Manager to lead and oversee the statewide program for Quality Assurance, Research, and Operational Excellence in direct support of the agency's mission, vision, and values. If you have a passion for leading staff and working with diverse groups of people to achieve high standards of quality as well as a drive for continuous improvement, we invite you to apply! The position is in the Boise Office in the Chinden Campus, 11321 West Chinden Blvd, Building 2. A compensation analysis will be completed for the selected candidate. Job Responsibilities: + Plan, lead, control, and organize the Idaho State Tax Commission’s statewide programs for Quality Assurance, Research, and Operational Excellence. + Hire, train, and supervise employees performing program-related work. + Subject matter expert in workflows of the tax processing system (GenTax), using various system reports to identify quality issues. + Coordinate with program supervisors to develop relevant training for staff + Maintain considerable knowledge of relevant state and federal laws and regulations including procedures and policies. + Investigate incidents of quality concern, workflow failures, or procedure failures. + Initiate, track, and maintain incident reporting including root cause analysis, internal and external stakeholder impacts, short-term and prevention strategies. + Conduct and document fact-finding interviews relating to processing, system, and procedural problems. + Provide automated system user support + Collaborate with business managers and specialists in policy and operations to ensure automated functionality meets business requirements, implementation parameters, readiness plan components, and timelines. + Provide guidance and assistance in resolving taxpayer and employee processing and procedural problems Minimum Qualifications: + Some knowledge of management practices (Typically gained by completion of the core requirements of a bachelor's degree in Business Administration, Communications ore a directly related field OR at least 5 years of experience that included responsibility for all four elements of management (planning, leading, organizing, controlling). + At least one year of experience managing a major program + At least 1 year of experience supervising staff Why Join Us? + OUR VISION: Great people. Helping you. Serving Idaho. + OUR MISSION: Benefit Idaho through courteous customer service, education, and fair tax administration. + OUR VALUES: Fairness, Accountability, Integrity, Respect. What Do Our Employees Say About Us? + "I love the work-life balance at the Tax Commission because our managers and supervisors are awesome with flexibility." + "We work a flexible schedule, Monday through Friday, 40 hours a week. So this schedule has allowed me to do other things in my life." + "My favorite part about working for the Tax Commission are the people I get to work with. It's become a family, and I've made lots of lifelong friends." Follow us onLinkedIn (https://www.linkedin.com/company/idahotax/) orFacebook (https://www.facebook.com/idahotax) to learn more about us! + Affordable benefits including medical, vision, and dental insurance + PERSI defined benefit retirement plan + Paid sick and vacation leaves start accruing your first day + 11 paid holidays per year + Paid Parental Leave covering the birth or adoption of a child for up to 8 weeks + Permanent, full-time classified employment status after successful completion of an entrance probation + Working in an office environment with other talented and highly motivated individuals + Beautiful state campus with lots of free parking, walking paths, and centrally located in the valley on Chinden Blvd. in Boise (ISTC Recruiter should remove this bullet point if the position is for a field office) + The State of Idaho is a qualifying employer for Public Service Loan Forgiveness (PSLF) EEO/ADA/Veteran: The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws. The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email[email protected]. (If you have a contact for applicant accommodations at your agency, please replace the contact information). Preference may be given to veterans who qualify under state and federal laws and regulations.