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Review Vacancy

Date Posted 09/07/18

Applications Due09/22/18

Vacancy ID58743

AgencyChildren & Family Services, Office of

TitleCall Center Quality Assurance Specialist 2

Occupational CategoryOther Professional Careers

Salary Grade23

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $73284 to $92693 Annually

Employment Type Full-Time

Appointment Type Permanent

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 Albany

Street Address State Central Register

City Menands

StateNY

Zip Code12204

Minimum Qualifications One year of permanent competitive service in this title or in a title eligible for a 70.1 transfer.

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.

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 #18-667 MAA

52 Washington Street

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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