Review Vacancy
AgencyChildren & Family Services, Office of
TitleCall Center Quality Assurance Specialist 2
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $69057 to $87351 Annually
Minimum Qualifications Provisional Appointment:
A. A Bachelor’s degree and three (3) years of call center quality assurance experience* in a government agency. **
OR
B. An Associate’s degree and five (5) years of qualifying experience* in a government agency. **
OR
C. Seven (7) years of qualifying experience* in a government agency. **
*Qualifying experience is defined as experience in evaluating, implementing, 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
**A government agency includes an entity at the federal, state, county, or municipal level. It does not include any private or publicly-held entity (e.g., a firm, company, or similar non-governmental entity that contracts with, or provides services to, a government agency).
Duties Description Duties include but are not limited to:
• Supervising the change management teams in their coordination of system changes and improvements and participating in higher-level analyses of proposed changes.
• Defining the business rules for the Quality Assurance Unit.
• Meeting and conferring with Contact Center Operations staff and reviewing and analyzing workload trends in the HSCC.
• Identifying areas in which the Call Center’s staff need to improve their skills.
• Working as part of the Quality Assurance Unit team toward the goals of clear accountability, cross-skill training and greater consistency, to improve the customer’s experience with the Call Center.
• Leading Quality Assurance Unit staff as they identify operational system issues and propose solutions to them.
• Interacting continuously with Call Center Representatives.
• Providing feedback on calls received by the Call Center Representatives, using a quality assurance scorecard.
• Coaching Call Center Representatives to improve their skills, in the areas identified through analysis of quality assurance scorecard findings and performance expectations.
• Monitoring, managing and adjusting skill assignments, in real time, to efficiently and effectively address call volume in the Call Center, taking staff schedules into consideration
Additional Comments **Must have Quality assurance experience in a call center operated by a government agency.**
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, EOA #16-514 JMF
52 Washington Street, 231 North
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.