Review Vacancy
Date Posted: 09/16/22
Applications Due: 10/01/22
Vacancy ID: 112708
Position Information
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 $61270 to $77912 Annually
Employment Type Full-Time
Appointment Type Contingent Permanent
Jurisdictional Class Competitive Class
Travel Percentage 0%
Schedule
Workweek Mon-Fri
Hours Per Week 37.5
Workday
From 6 AM
To 6 PM
Flextime allowed? No
Mandatory overtime? No
Compressed workweek allowed? No
Telecommuting allowed? Yes
Location
County Albany
Street Address Human Services Call Center
80 Broadway Suite A
City Menands
StateNY
Zip Code12204
Job Specifics
Minimum Qualifications 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.
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;
• Provide technical expertise as needed to support the cloud based telephony and customer relationship management (CRM) software platforms;
• Build and maintain Interactive Voice Response (IVR) scripts to support new and existing lines of business;
• Build and maintain CRM functionality and content to support new and existing lines of business;
• Generate regularly scheduled and ad-hoc reports from the telephony and CRM systems;
• 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 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.
Contact Information
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 - NLP
52 Washington Street, 231 North
City Rensselaer
State NY
Zip Code 12144
Notes on ApplyingQualified 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.
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