Call Center Quality Assurance Specialist 1

Quality Assurance Specialist

Duties include but are not limited to:

• Perform quality assurance of Contact Center practices to ensure goals are achieved and the highest level of customer service is delivered.
• Monitor Call Center Representative calls for accuracy of information and to ensure contact-handling quality and professional standards are met. Provide feedback to Call Center Representatives and Call Center Manager for remediation, process improvement and adjustments to training, as needed.
• Review customer feedback and other metrics and provide Call Center Manager with regular performance updates of Call Center Representatives. Identify issues and make recommendations for process and quality improvement based on customer feedback and call center best practices.
• Interact with and coach Call Center Representatives to achieve continuous service quality improvement
• Collaborate with supervisors and training staff to support the Call Center Representative development and improve overall team performance
• Monitor daily calls to ensure output adheres to schedule. Make recommendations for scheduling based on achievable output.
• Create quality control documentation and reference and training materials to drive continuous quality improvement. Identify daily operational risks and training needs.
• Develop, maintain, and enhance call scripts, knowledge base content, and communication guidelines to ensure accuracy, consistency, and effectiveness
• Participate in scripting initiatives, including creating new scripts, refining existing messaging, and aligning language with business goals and customer needs. Ensuring scripts and workflows reflect current processes and systems.
• Work with partner agency as needed to align on scripting, process changes, and compliance requirements and ensure messaging is consistent with internal standards and customer expectations.
• Examine Contact Center practices to ensure compliance with education laws and regulations and implements procedures to ensure agents clearly understand education laws and regulations that guide financial aid programs guidelines.
• Review and analyze workload statistics and metrics to identify trends and patterns.
• Prepare reports based on quality assurance analysis and other topics as needed.
• Perform other duties assigned.

Minimum Qualifications:

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In May 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin. At a future date (within one year of permanent appointment), 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.

NON-COMPETITVE MINIMUM QUALIFICATIONS

Six 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 *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.

COMPETITIVE MINIMUM QUALIFICATIONS

Applicants must be reachable on the current NYS eligible list (Call Center Quality Assurance Specialist 1) OR be eligible for transfer under Section 70.1 or Section 52.6 of the New York State Civil Service Law.

Additional Comments

NOTE: The hours of this position require working between 8:30 a.m. and 4:30 p.m. TELECOMMUTING INFORMATION: Initially positions work full-time in the office and a hybrid telecommuting schedule of up to 50% remote work can be discussed with the hiring manager during the interview. Benefits of Working for NYS Generous benefits package, worth 65% of salary, including: Holiday & Paid Time Off • Fourteen (13) paid holidays annually, plus two (2) floating holidays • Up to Thirteen (13) days of paid vacation leave annually • Up to Five (5) days of paid personal leave annually • Up to Thirteen (13) days of paid sick leave annually for CSEA or PEF; up to eight (8) days of paid sick leave annually for M/C • Up to three (3) days of professional leave annually to participate in professional development Health Care Benefits • Eligible employees and dependents can pick from a variety of affordable health insurance programs • Family dental and vision benefits at no additional cost Additional Benefits • New York State Employees' Retirement System (ERS) Membership • NYS Deferred Compensation • Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds • Public Service Loan Forgiveness (PSLF) And many more.

Some positions may require additional credentials or a background check to verify your identity.