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Duties Description Defines the business rules for the Quality Assurance Unit.
Meeting and conferring with Operations staff, and reviewing and analyzing workload trends in the SCR.
Working as part of the Quality Assurance Unit team toward the goals of clear accountability, cross-skill training and greater consistency to respond to the customers trying to reach the SCR.
Leading Quality Assurance Unit staff as they identify operational system issues and propose solutions to them.
Developing and continuously reviewing/updating the CPS Manual and training materials.
Calling current and emerging quality assurance issues to the attention of the Call Center Quality Assurance Specialist 3.
Supervising two or more Call Center Quality Assurance Specialist 1s, Grade 18.
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52 Washington Street
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.