Review Vacancy
Date Posted: 09/07/18
Applications Due: 09/22/18
Vacancy ID: 58741
Position Information
AgencyChildren & Family Services, Office of
TitleCall Center Quality Assurance Specialist 1
Occupational CategoryOther Professional Careers
Salary Grade18
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $56604 to $71980 Annually
Employment Type Full-Time
Appointment Type Permanent
Jurisdictional Class Competitive Class
Travel Percentage 0%
Schedule
Workweek Mon-Fri
Hours Per Week 37.5
Workday
From 9 AM
To 5 PM
Flextime allowed? No
Mandatory overtime? No
Compressed workweek allowed? No
Telecommuting allowed? No
Location
County Albany
Street Address State Central Register
City Menands
StateNY
Zip Code12204
Job Specifics
Minimum Qualifications One year of permanent competitive service in this title or in a title eligible for a 70.1 transfer.
Duties Description Monitor phone calls taken by Child Protective Services Specialist 1s (CPSS 1s).
Providing feedback on calls received by CPSS 1s, using a quality assurance scorecard, and identifying areas in which the CPSS 1s need to improve their skills.
Coaching CPSS 1s to improve their skills in the areas of need related to quality assurance.
Create and maintain reports in VCC, WFO, and Uptivity.
Identify trends and provide feedback on calls handled using a Quality Assurance Assessment, identify needs, provide coaching based on report’s findings and review upcoming expectations and trends.
Provide report trends in real-time to match the workforce availability and call volumes.
Assist in development of SCR specific system reports for Quality Assurance unit so that they can review and analyze trends and address any deficiencies.
Develop subject matter expertise to assist across all phases of the system reporting development life cycle including development, testing, training, implementation and post implementation support.
Other duties will be discussed during an interview.
Some positions may require additional credentials or a background check to verify your identity.
Contact Information
Name New York State Office of Children and Family Services
Telephone 518-473-7936
Fax 518-474-0017
Email Address eoajobpostings@ocfs.ny.gov
Address
Street Bureau of Personnel, EOA #18-666 MAA
52 Washington Street, 231 North
City Rensselaer
State NY
Zip Code 12144
Notes on ApplyingQualified candidates should send a resume and cover letter giving the Title, Location, and EOA Number of the position being applied for. Please provide your email address and your work, home and cell phone numbers. In order to qualify you for the position when you have current or prior New York State employment, you may be contacted by OCFS Personnel for your social security number to confirm your employment history.
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