What are the responsibilities and job description for the Call Center Quality Assurance Specialist 1 (NY HELPS) position at State of New York - Children & Family Services, Office of?
- Assist the Change Management Unit to manage system change requests and enhancements and contribute to higher level analysis for implementing changes;
- Create and maintain Knowledge Base;
- Continuous interaction with Contact Center Representatives: provide feedback on calls handled using a Quality Assurance Scorecard, identify needs, provide direct coaching based on the team’s findings and review upcoming expectations;
- Provide ongoing production support by assisting to resolve operational systems problems;
- Manage, monitor and adjust skill assignments in real-time to match the workforce availability and call volumes;
- Assist in development of requirements for Quality Assurance unit; meet with Contact Center Operations staff to review and analyze trends and skill deficiencies;
- Coordinate analysis of production issues with technical staff and escalate to supervisor as needed; and
- Develop subject matter expertise to assist across all phases of the system development life cycle including development, testing, training, implementation and post implementation support.
Minimum Qualifications Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 or 52.6 transfer.
Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).*
To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. The qualifications are:
Six (6) years of qualifying experience**
**Qualifying experience is defined as experience in evaluating, implementing, monitoring, or coordinating a quality assurance process in a customer call center. This experience must include directing and coordinating discrete projects and overseeing a number of quality assurance processes. It must also include knowledge base and script development; providing design solutions to increase the effectiveness and efficiency of scripts; and aligning these solutions with business requirements.
***An associate degree may substitute for two years of experience.
***A bachelor’s degree may substitute for four years of experience.
***A master’s degree may substitute for five years of experience.
***A doctorate may substitute for six years of experience.
- NY HELPS
It is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified.
Background Investigation Requirements:
1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information and may be required to pay any necessary fees.
2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.
The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.
Some positions may require additional credentials or a background check to verify your identity.