NY HELPYes

AgencyState, Department of

TitleCall Center Quality Assurance Specialist 2 - Vacancy ID# 209571

Occupational CategoryOther Professional Careers

Salary Grade23

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

Salary RangeFrom $86681 to $109650 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 8:30 AM

To 4:30 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

County Albany

Street Address 99 Washington Ave

City Albany

StateNY

Zip Code12231

Duties Description Preferred Qualifications - Include
Reassignment Qualifications – Do Not Include

The Call Center Quality Assurance Specialist 2 duties in Division of Licensing will include but are not limited to the following:
• Supervise and train Call Center Quality Assurance Specialists 1
• Train staff on topics aimed at improving quality assurance reviews and overall unit performance
• Establish the business rules for the quality assurance unit
• Provide ongoing production support and guidance through the process of resolving operational system issues
• Review and approve the creation or revisions to job aids, training plans, evaluation tools, and guidance documents to improve and standardize staff and unit performance
• Monitor the implementation of new requirements and procedures, and evaluates their effects on qualify assurance operations
• Prepare statistical and narrative reports

The Call Center Quality Assurance Specialist 2 duties in Corporations, State Records and Uniform Commercial Code will include but are not limited to the following:
• Supervise two or more Call Center Quality Assurance Specialists 1.
o Train Call Center Quality Assurance Specialists 1 and other lower-level staff on topics aimed at improving quality assurance reviews and overall unit performance.

• Define and clarify the quality assurance business rules.
o Monitor the implementation of new requirements and procedures and evaluate their effects on quality assurance operations.
o Oversee a number of quality assurance processes.

• Develop and update informational processing procedures.
o Review and approve the creation or updating of job aids, training plans, evaluation tools and guidance documents to improve and standardize performance.

• Coordinate the efforts of change management teams.
o Provide ongoing production support and guidance through the process of resolving operational system issues.

• Establish and enforce the business rules for a quality assurance unit.
o Align solutions with business requirements

• May also perform all of the duties and responsibilities of a Call Center Quality Assurance Specialist 1.

Minimum Qualifications Please indicate which unit you are applying for (Division of Licensing, Corporations, State Records and Uniform Commercial Code or both) when you submit your materials to Human Resources.

MINIMUM QUALIFICATIONS:

NON-COMPETITIVE MINIMUM QUALIFICATIONS:

NY HELPS:

This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).

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 a future date, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in an NY HELPS title, employees may take part in any promotion examination for which they are qualified.

The minimum qualifications for Non-Competitive appointment are:

Seven 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.

Substitution:

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.

COMPETITIVE MINIMUM QUALIFICATIONS:

CIVIL SERVICE LIST APPOINTMENT: Candidates must be reachable on the appropriate Civil Service eligible list.

TRANSFER QUALIFICATIONS: Permanent service in this title or one year of permanent competitive or 55-B/C service in a title SG-21 or higher and otherwise eligible for transfer under Civil Service Law.

A list of titles approved for transfer is available through Civil Service GOT-IT at https://careermobilityoffice.cs.ny.gov/cmo/gotit/.

PREFERRED QUALIFICATIONS:

Division of Licensing: Call Center experience.

It is essential that candidates clearly and concisely indicate exactly how they meet the above minimum qualifications in their resume. Failure to show how you meet the minimum qualifications above may result in disqualification and removal from consideration.

Additional Comments The Department of State is proud to be an equal opportunity employer. We encourage women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability status, arrest record or criminal conviction history, or any other category protected by law.

We are happy to provide reasonable and religious accommodations during the hiring process for those in need. If you have a disability or special need that requires accommodation, please send a request to HRM.Recruitment@dos.ny.gov.

For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position. Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

NOTE ON TELECOMMUTING: The Department of State employees may be approved for a maximum of 50% telecommuting, however, they are required to apply and obtain approval through management in accordance with The Department of State Telecommuting Program Guidelines.

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

Name Human Resources / SH

Telephone 5184742752

Fax 518-402-3656

Email Address HRM.Recruitment@dos.ny.gov

Address

Street 99 Washington Avenue

Suite 1150

City Albany

State NY

Zip Code 12231

Notes on ApplyingContact Tab:
Name: Human Resources / SH
Telephone: 518-474-2752
Fax: 518-402-3656
Email Address: HRM.Recruitment@dos.ny.gov
Address:
Street: 99 Washington Avenue
Suite 1150
City: Albany
State: NY
Zip Code: 12231

Notes on Applying:

If you are interested and meet the minimum qualifications above, email your cover letter, resume, degree/transcript, and New York State Part 1 Application (https://dos.ny.gov/employment-opportunities) to HRM.Recruitment@dos.ny.gov. Please include Title, Location and Vacancy ID # you are applying for in the subject line of your email.