Quality Assurance Specialist

Quality Assurance Specialist The NYC Department of Consumer and Worker Protection (DCWP) is the nation's leading municipal enforcement agency charged with delivering economic justice. DCWP leverages its authority to bring New Yorkers real economic relief and protect them from predatory, deceptive, and unfair practices that violate their rights as consumers and workers. This includes pioneering cutting-edge protections, such as the City's Consumer Protection Law, Protected Time Off Law, Fair Workweek Law, and Delivery Worker Laws, including the Minimum Pay Rate for delivery workers. Through licensing more than 45,000 businesses in over 45 industries, DCWP ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. DCWP also provides essential services such as free tax preparation and financial counseling to ensure New Yorkers keep more of what they earn and can plan for their futures. DCWP is committed to making sure New York City is a fairer, more affordable place to live. 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. 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 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. Responsibilities include, but are not limited to: 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 Minimum Qualifications Qualification Requirements A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience. Skills Requirement Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute. Preferred Skills - Oversee all in-person intake operations for the General Vending Unit, ensuring consistent staffing coverage and service quality throughout the business day - Supervise, train, and support intake staff, monitoring performance and providing real-time guidance to maintain efficiency and accuracy - Ensure accurate and timely collection of licensing payments, confirming that staff follow proper procedures for all accepted forms of payment - Conduct daily financial reconciliations and closeouts, resolve discrepancies and maintain complete and accurate transaction records - Oversee the processing of in-person license applications, ensuring all required documentation is collected, correct payments collected and recorded, and applications are advanced without delay - Identify and resolve operational bottlenecks, escalating complex applicant issues to the Deputy Director as appropriate - Collaborate with the Client Manager and Back Office team to ensure seamless handoffs and consistent applicant experiences across all intake touchpoints - Monitor daily volumes and workflow, adjusting staffing assignments to meet demand and minimizing applicant wait times - Process applications and payments, and backup others as needed Fluency in a language in addition to English a plus. 55a Program 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. Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at Residency Requirement 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. Additional Information 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.