The NYCERS Quality Assurance Unit in Client Services Division has an opening for a Quality Assurance Analyst. This position
will be required to process online client portal inquiries received in CRM as Salesforce cases.
In addition to handling online inquiries, the QA Analyst will be responsible for conducting outreaches to NYCERS client
community via all other communication channels (e.g. video, phone, in-person, and email).
The QA Analyst will be required to conduct troubleshooting tasks, in order to resolving online portal access issues.
The QA Analyst will be required to work with Salesforce CRM dashboards and reports and be responsible for maintaining on-time
SLAs for case processing.

In addition the QA Analyst will be responsible for:
• Conducting proactive a reactive troubleshooting outreaches to support NYCERS client community who are transacting

Client community.

Addition the QA Analyst will have a shared responsibility to create best practices documents and/or job aids for assist with the
online user experiences.

Preferred Skills and Experience:

The Quality Assurance Analyst must have excellent skills in communication, problem solving, and interpersonal customer service.
Salesforce case management processing experience is desired as well as prior technical support or client support responsibilities.
The ideal candidate will have a high-degree of technical competency.

MINIMUM REQUIREMENTS ARE ATTACHED
New York City residency is required.

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the
top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Internal candidates must have been rated satisfactory or better on their last annual evaluation.

TO APPLY FOR CONSIDERATION, PLEASE FORWARD A COVER LETTER INDICATING POSTING NUMBER
009-24-0040 AND A COPY OF A CURRENT RESUME TO:

CITY EMPLOYEES: Employee Self Service (ESS). www.nyc.gov/ess. Search for Job ID# 613235
ALL OTHER APPLICANTS: www.nyc.gov/careers/search. Search for Job ID# 613235

DATED: 10/25/2023 POST UNTIL: 11/8/2023 NYCERS POSTING
NUMBER: 009-24-0040

Minimum Qualification Requirements:
1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered
activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an
area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of
experience as described in "1" above.
Note:
New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have
worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or
Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time
of interview.
Note:
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and
providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected
characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual
orientation, veteran status, gender identity, or pregnancy.