Call Center Quality Assurance Specialist 1 (NYHELPS)

State of New York • Albany, NY

442d • $65,001 - $82,656 • Remote

About The Position

The Call Center Quality Assurance Specialist 1 (NYHELPS) is responsible for ensuring the quality of customer interactions within the Office of Administrative Hearings. This role involves monitoring and evaluating the performance of Fair Hearing Specialists, providing feedback for improvement, and maintaining Knowledge Base content to enhance service delivery. The position is part of the New York Hiring for Emergency Limited Placement Statewide program, allowing for non-competitive appointments under specific qualifications.

Requirements

• Six years of experience in evaluating, implementing, planning, monitoring, or coordinating a quality assurance process in a customer call center.
• Experience must include directing and coordinating discrete projects and overseeing quality assurance processes.
• Knowledge base and script development experience.
• Providing design solutions to increase the effectiveness and efficiency of scripts, aligning solutions with business requirements.
• An associate degree can substitute for two years of specialized experience; a bachelor's degree can substitute for four years of experience.

Nice To Haves

• Experience in a government or public service environment.
• Familiarity with call center technologies and metrics.

Responsibilities

• Creates and maintains Knowledge Base content.
• Interacts with Fair Hearing Specialists to ensure performance work standards are met or exceeded.
• Monitors Fair Hearing Specialists as they answer calls to assess the quality of their interactions with customers.
• Provides constructive feedback to supervisors about Fair Hearing Specialists' performance on calls to effect process improvements.
• Monitors, manages, and suggests adjustments to work/skill assignments within the Intake Unit.
• Reviews and analyzes workload statistics and metrics to identify trends and patterns.
• Identifies the needs of the Intake Unit and addresses them by coaching team members.

Benefits

• Telecommuting options up to 50% may be available.
• Permanent appointment status after one year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Associate degree