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Review Vacancy

Date Posted 09/26/16

Applications Due10/13/16

Vacancy ID33271

NY HELPNo

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 $53339 to $67827 Annually

Employment Type Full-Time

Appointment Type Provisional

Jurisdictional Class Competitive Class

Travel Percentage 0%

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

County Schenectady

Street Address Human Services Call Center

1 Broadway Center

City Schenectady

StateNY

Zip Code12305

Minimum Qualifications Provisional Appointment
A. A Bachelor’s degree and two (2) years of call center quality
assurance experience*
OR
B. An Associate’s Degree and four (4) years of qualifying experience*
OR
C. Six (6) years of qualifying experience

*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.

Duties Description Duties include but are not limited to:
• Assist the Change Management Unit to manage system change requests and enhancements and contribute to higher level analysis for implementing changes;
• Create and maintain Knowledge Base;
• Continuous interaction with Contact Center Representatives: provide feedback on calls handled using a Quality Assurance Scorecard, identify needs, provide direct coaching based on the team’s findings and review upcoming expectations;
• Provide ongoing production support by assisting to resolve operational systems problems;
• Manage, monitor and adjust skill assignments in real-time to match the workforce availability and call volumes;
• Assist in development of requirements for Quality Assurance unit; meet with Contact Center Operations staff to review and analyze trends and skill deficiencies;
• Coordinate analysis of production issues with technical staff and escalate to supervisor as needed; and
• Develop subject matter expertise to assist across all phases of the system development life cycle including development, testing, training, implementation and post implementation support.

Additional Comments **Must have Quality assurance experience in a call center.** 2 positions

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

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 #16-539 CEB

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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