Review Vacancy
AgencyChildren & Family Services, Office of
TitleCall Center Quality Assurance Specialist 2 (NY HELPS)
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $90582 to $114585 Annually
Duties Description Duties include but are not limited to:
• Report to the Director of Special Projects who will oversee the SCR Bureau of Continuous Quality Improvement (Quality Assurance Unit and Business Analysis Unit).
• Assist the Director of Special Projects with defining and implementing the business rules for the SCR Quality Assurance Unit.
• Collaborate with the SCR Director and SCR Sr. Senior Management Team to identify, discuss, and review programmatic goals, outcomes, and strategies.
• Lead the SCR Quality Assurance Unit, providing supervision and training to two or more Call Center Quality Assurance Specialist 1s, Grade 18 unit staff and oversight and monitoring of the unit workloads.
• Develop and implement an SCR QA Feedback/Coaching program with SCR staff.
• Responsible for reviewing/updating the SCR Procedure Manual.
Minimum Qualifications Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.
Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).* To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. The qualifications are as below:
Seven 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.
Substitutions: 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.
This position may be designated 55 b/c and is subject to verification of applicant eligibility.
Additional Comments Background Investigation Requirements:
1) All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations. Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees.
2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees.
3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable.
The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.
Some positions may require additional credentials or a background check to verify your identity.
Name New York State Office of Children and Family Services
Email Address eoajobpostings@ocfs.ny.gov
Address
Street Bureau of Personnel - TAB
52 Washington Street, 231 North
Notes on ApplyingQualified candidates should e-mail their resume and letter of interest to eoajobpostings@ocfs.ny.gov You MUST include the Vacancy number of the position in the subject line of your email and/or cover letter to ensure receipt of your application. 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.