Quality Assurance Specialist
About The Position
The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that businesses across New York City meet the legal requirements to operate fairly, safely, and in compliance with local law. Through licensing more than 45,000 businesses in over 45 industries, the Division ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. The Division is the first point of contact for businesses navigating the licensing process, and it plays a critical role in upholding the integrity of the marketplace by making compliance accessible, efficient, and equitable. The Licensing Division supports DCWP's broader mission of protecting New Yorkers by ensuring that every business that needs to be licensed operating in the five boroughs has met the standards required to serve the public with integrity. The General Vending Unit is seeking a detail-oriented and analytical Quality Assurance Specialist to monitor application processing activities, licensing transactions, waitlist administration, and customer service operations. This position serves as a key quality control resource responsible for ensuring consistency, accuracy, and compliance across all General Vending Unit functions.
Requirements
- A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization
- One year of satisfactory clerical experience
- Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute
Responsibilities
- Conduct quality assurance reviews of license applications, amendments, renewals, waitlist records, correspondence, and licensing transactions
- Monitor application processing activities to ensure compliance with established procedures, policies, and performance standards
- Identify processing errors, recurring deficiencies, and operational trends and recommend corrective actions
- Review customer interactions, correspondence, and case documentation to ensure accuracy, completeness, and consistency
- Track and analyze quality assurance findings and prepare reports for management
- Monitor General Vending waitlist administration activities to ensure data integrity and compliance with established procedures
- Assist with developing and updating procedures, training materials, and quality control standards
- Collaborate with supervisors and staff to improve workflows, reduce errors, and enhance operational efficiency
- Assist with testing system enhancements, identifying defects, and documenting business process issues
- Backup others as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
