Call Center Quality Assurance Specialist 1 (NY HELPS)
Menands, New York
Employer: StateJobsNY
Industry: Other Professional Careers
Salary: Competitive
Job type: Full-Time
Transfer:
One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.
This position may be designated 55 b/c and is subject to verification of applicant eligibility.
Open to the Public:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).* The minimum qualifications through the NY HELPS are:
Six 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.
OR
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.
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 *For the duration of the NY HELPS Program, this title may be filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In June 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.
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. 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
Telephone 518-473-7936
Fax 518-473-6122
Email Address eoajobpostings@ocfs.ny.gov
Address
Street Bureau of Personnel - SMC
52 Washington Street, 231 North
City Rensselaer
State NY
Zip Code 12144
Notes on Applying Qualified 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.
One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.
This position may be designated 55 b/c and is subject to verification of applicant eligibility.
Open to the Public:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).* The minimum qualifications through the NY HELPS are:
Six 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.
OR
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.
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 *For the duration of the NY HELPS Program, this title may be filled via a non- competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply. At this time, agencies may recruit and hire employees by making temporary appointments. In June 2024, if a temporary NY HELPS employee is satisfactorily performing in the position, the appointment will be changed from temporary pending Civil Service Commission Action to permanent non-competitive and the official probationary period will begin.
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. 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
Telephone 518-473-7936
Fax 518-473-6122
Email Address eoajobpostings@ocfs.ny.gov
Address
Street Bureau of Personnel - SMC
52 Washington Street, 231 North
City Rensselaer
State NY
Zip Code 12144
Notes on Applying Qualified 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.
Created: 2024-05-18
Reference: 158829
Country: United States
State: New York
City: Menands
Similar jobs:
-
Human Resources Specialist 1 (Testing)/Trainee 1 or 2, Test Validation and Evaluation Section
StateJobsNY in Albany, New York -
Application Specialist, Procurement Application Support (Hybrid Schedule)
Columbia University in Manhattanville, New York💸 $95000 - $105000 per year -
Trades Specialist (Plumber & Steamfitter) Nassau County
StateJobsNY in Nassau County, New York -
Customer Service Program Specialist 1
StateJobsNY in Albany, New York -
Program Research Specialist 2 (Human Services)
StateJobsNY in Albany, New York -
Senior Specialist, Deal Advisory & Strategy, Data Science
KPMG in New York, New York -
Wax Specialist
European Wax Center in Bronx, New York -
Facility Services Specialist
Compunnel in New York, New York -
System Safety Specialist Level I - IV (Environmental Protection) Repost
Metropolitan Transportation Authority in New York, New York💸 $65954 - $78079 per year -
Information Technology Specialist 2 Programming (NY HELPs) - 7764
StateJobsNY in Albany, New York -
Wax Specialist
European Wax Center in Latham, New York -
Code Specialist 3
Metropolitan Transportation Authority in New York, New York💸 $69650 - $91416 per year -
Retail Sales Specialist - $20.00 per hour, plus commission and incentives!
SPECTRUM in New York, New York💸 $20.00 per hour -
Research Specialist - Applied Mathematics
Brookhaven National Laboratory in Upton, New York💸 $93800 - $168000 per year -
Medical Specialist 2, Creedmoor Psychiatric Center, P24890
StateJobsNY in Queens Village, New York -
Retail Sales Specialist - Part-Time - $18.00 per hour, plus commission and incentives!
SPECTRUM in Rochester, New York💸 $18.00 per hour -
Business Sales Specialist, Google Workspace Expansion, Enterprise
Google in New York, New York💸 $111000 - $165000 per year -
Retail Sales Specialist - Part-Time - $18.00 per hour, plus commission and incentives!
SPECTRUM in Niagara Falls, New York💸 $18.00 per hour -
Health Systems Specialist 2 (NY HELPS) - 23628
StateJobsNY in Albany, New York -
89B Ammunition Specialist
Army National Guard in Dunkirk, New York