Call Center Quality Assurance Specialist 1 (NYHELPS)

Duties Creates and maintains Knowledge Base content. Interacts with Fair Hearing Specialists to ensure performance work standards are met or exceeded and customer service satisfaction criteria are met. Monitors Fair Hearing Specialists as they answer calls to assess the quality of their interactions with customers. Provides constructive feedback and information about Fair Hearing Specialists to supervisors about 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 Intake Unit and addresses them by coaching team members. Qualifications NY HELPS : The position is part of the New York Hiring for Emergency Limited Placement Statewide program. For the duration of the NY HELPS Program, candidates may be hired via a non‑competitive appointment if they meet the minimum qualifications listed below. Six years of experience evaluating, implementing, planning, 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. Associate degree can substitute for two years of specialized experience; a bachelor’s degree can substitute for four years of experience. 55 B/C : This position is eligible for a 55 b/c appointment, and candidates with 55 b/c eligibility are encouraged to apply. To be eligible for a 55 b/c appointment, a candidate must be currently enrolled in the Civil Service 55 b/c program and must meet the minimum qualifications listed above. Competitive Qualifications : Candidates must have one year of permanent competitive service in an appropriate title or be reachable on the appropriate eligible list in Albany. Additional Comments Permanent appointments will be made. If certified by Civil Service, mandatory reemployment list candidates must be considered first for appointment to this title. Candidates must be legally authorized to work in the United States. Your resume must indicate how you meet the minimum qualifications for this position. Non‑specific submissions may be disqualified from further consideration if the information you provide does not meet the minimum qualifications. Telecommuting up to 50% may be available in accordance with The Office of Temporary and Disability Assistance policy and can be discussed during the interview. NYS OTDA seeks to promote a diverse workforce that is a representation of the various cultures, voices, backgrounds, ideas, and talents of the citizens and communities that we serve. In alignment with New York State’s Executive Orders 187 and 31, OTDA is committed to advancing diversity, equity, inclusion, and accessibility by fostering an inclusive workplace. #J-18808-Ljbffr NYS Office of Temporary & Disability Assistance