Call Center Quality Assurance Specialist 3 (NY HELPS)

Duties Description Responsibilities: Within the Division of Eligibility and Marketplace Integration, Bureau of Quality Management and Change Control, the Call Center Quality Assurance Specialist 3 incumbent will evaluate the call center performance of the NY State of Health customer service center contractor by serving as a lead quality coach overseeing a team of call center quality assurance reviewers.


Specific duties and responsibilities may include but are not limited to:

Supervising a team of Call Center Quality Assurance Specialist (CCQAS 1 and 2) staff, assigning work and monitoring workloads and deadlines in accordance with bureau goals
Providing training to CCQAS 1 and 2 staff on how to access resources and conduct quality assurance reviews
Serving as a subject matter expert for staff conducting quality assurance reviews in their assigned call categories
Compiling staff suggestions for call center representative staff training opportunities, assessing their validity and sharing recommendations with the customer service contractor
Developing and updating the quality assurance checklist and accompanying scoring guidelines for quality assurance reviews in the assigned category
Reviewing policy and system changes to identify the need for updates to the quality assurance checklist and scoring guidelines
Assessing staff recommendations about calls that require contractor follow up (e.g., staff coaching or calls to the consumer) and sharing with the contractor, as appropriate.
Conducting quality coach meetings to ensure calibration across reviewers and discuss opportunities for improvement
Reviewing staff suggestions about potential changes to work instructions or scripting used by call center representatives to improve the efficiency and accuracy of fielding phone calls and assessing which ones require escalation to the change control team
Providing assigned staff with performance feedback on a regular basis and conducting required staff performance reviews
Participating in meetings with contractor to discuss trends in performance and quality assurance metrics and to suggest program improvements and/or training needs


Minimum Qualifications Permanent Transfer: Current NYS Department of Health employee with permanent or contingent-permanent competitive service as a Call Center Quality Assurance Specialist 3, SG-25; OR a current NYS employee with one year of permanent or contingent-permanent competitive service in a title eligible for transfer under Section 52.6 or 70.1 of the NYS Civil Service Law to Call Center Quality Assurance Specialist 3, SG-25.

Non-Competitive Candidates via NY HELPS Program:
Eight years of experience* in 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

*Substitution: an associate degree can substitute for two years of specialized experience; a bachelor's degree can substitute for four years of experience; a master's degree in a related field can substitute for five years of experience; and a doctorate in a related field can substitute for six years of experience.


Preferred Qualifications: Preferred candidates will have professional experience in public health insurance programs, including New York's Medicaid, and/or Child Health Plus. Preferred candidates will also have excellent verbal and written communication skills; strong analytical skills and attention to detail; strong organizational skills; proficiency in Microsoft Office (Word, Excel, Access); the ability to work well independently and as part of a team, and to manage multiple priorities in order to meet deadlines; experience using electronic data systems, such as eMedNY and NYSOH Back Office; and supervisory experience.

Additional Comments This position is part of the NYS HELPS program. No examination is required.


We offer a work-life balance and a generous benefits package, worth 65% of salary, including:

• Holiday & Paid Time Off
• Public Service Loan Forgiveness (PSLF)
• Pension from New York State Employees' Retirement System
• Shift & Geographic pay differentials
• Affordable Health Care options
• Family dental and vision benefits at no additional cost
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• And many more...

The NYS Department of Health is committed to making New York a safer, healthier, and more equitable place to live. Understanding health equity, social determinants of health and health disparities is critical to accomplish our goal of eliminating health disparities. For more information on the NYS Department of Health's Mission, Vision, Values and Strategic Plan, please visit:

If you require reasonable accommodation to complete a job application, a job interview or to otherwise participate in the hiring process, please contact by phone View phone number on click.appcast.io or email View email address on click.appcast.io to make a request.

NYS Department of Health does not participate in E-Verify and does not sponsor visa applications.

For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position. Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

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Name Human Resources Management Group


Telephone View phone number on click.appcast.io


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Email Address View email address on click.appcast.io


Address

Street Corning Tower, Empire State Plaza, Room 2217


City Albany


State NY


Zip Code 12237


Notes on Applying Please submit your resume and cover letter as one (1) document, preferably in PDF format, by email to View email address on click.appcast.io, with Reference CD/CQA3/80481 included in the subject line or by mail to Human Resources Management Group, CD/CQA3/80481, Rm 2217, Corning Tower Building, Empire State Plaza, Albany, NY 12237-0012, or by fax to View phone number on click.appcast.io. Failure to include the required information may result in your resume not being considered for this position.