Assistant Director of Quality Assurance

New York State Teachers' Retirement System • Albany, NY

18h • Hybrid

About The Position

Reporting to the Director of Quality Assurance & Support (QAS), this position is responsible for assisting in planning and directing the operations of the QAS Department. This includes ensuring an excellent level of quality control regarding the accuracy of member data and benefit calculations from the Member Relations Division. The role also involves providing support to the division through assisting in projects and testing program changes, and conducting operations within the policy and guidelines of NYSTRS. Furthermore, this position is responsible for leading the department in achieving goals by ensuring individual and team goals are met through training, determining work assignments, coaching, and monitoring workflow.

Requirements

• A bachelor’s degree with 3 years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated /equated to a Grade 20 or higher in a member-related position in a public retirement system
• OR An associate’s degree with 5 years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated /equated to a Grade 20 or higher in a member-related position in a public retirement system
• OR Eight (8) years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated /equated to a Grade 20 or higher in a member-related position in a public retirement system
• Examples of administrative program duties include direct involvement in such matters as developing and monitoring program budgets, setting and managing achievement of program/production goals, managing staff resources and workflow, overseeing process improvements, policy level decision making and coordinating staff training and development for one or more program areas of an organization.
• Unrestricted work authorization

Nice To Haves

• Ability to critically analyze NYSTRS benefit calculations (such as service retirement, disability retirement, COLA, and death benefits) and track each through PeopleSoft
• Ability to collaborate with other Directors
• Strong mathematical skills
• Dedication to providing exceptional customer service
• Excellent oral and written communication skills
• Comprehensive understanding of NYSTRS benefits structure
• Excellent interpersonal skills
• Strong analytical and administrative skills
• Effective problem-solving and conflict resolution skills
• Ability to exercise good situational judgment, flexibility, and tactfulness in interactions with external and internal customers

Responsibilities

• Acting as mentor, trainer, supervisor, etc., for direct report(s)
• Actively coaching, mentoring and developing departmental staff
• Ensuring all departmental staff adhere to the approved personnel policies of the System
• Directing and supporting department initiatives
• Working with other departments in Member Relations to administer new legislation and coordinate work efforts
• Working with the Director to plan and oversee all work of the Quality Assurance (QA), Documentation & Training (D&T), Document and Office Support Services (DOSS), and Resource units
• Ensuring department is meeting all benchmarks as established
• Participating in testing group for launching new features such as in MyNYSTRS and ESA
• Reviewing procedure documentation to make sure all steps in the process are documented and are updated to reflect System changes
• Reporting regularly to the Director on the status, problems, and plans of the department and requesting guidance as needed
• Act as a liaison with other departments in the System to promote the needs and requests of the department
• Establish goals and priorities for major activities within the department
• Review and coordinate the department budget request and business plan
• Maintain the approved organizational structure and adhere to the System’s personnel policies and organizational plan
• Employ consistent techniques to provide a work environment which is efficient and participatory, and that fosters employee development and creativity, while always looking to improve internal and external customer service
• Direct, coordinate, and monitor the operations of the department to ensure that employers and members receive the highest possible level of customer service
• Ensure the QA Unit successfully achieves its primary focus of verifying the accuracy of benefit calculations and data across the MR Division
• Ensure the D&T unit successfully achieves its primary focus of providing training and documentation support across the MR Division
• Ensure the DOSS unit successfully achieves its primary focus of scanning and validating documents (mail, workflow, and backfile) for the MR Division
• Ensure the Resource Unit successfully achieves its primary focus of inputting initial data and providing processing assistance for the MR Division

Benefits

• Diversity, equity, and inclusion are integral to our mission of providing our members with a secure pension and exceptional customer service.
• We are committed to fostering an inclusive and equitable culture where all diversity is valued and recognized as a source of strength and enrichment across all operations.
• NYSTRS is proud to provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, creed, sex, gender expression or identity, national origin, age, ability and disability status, veteran status, marital status, pregnancy status, sexual orientation, citizenship, or any other legally protected class.
• We are committed to being a workplace that attracts, supports, and retains talented individuals from diverse backgrounds and experiences while championing equal opportunity across recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree