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Review Vacancy

Date Posted 09/07/18

Applications Due09/22/18

Vacancy ID58741

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 $56604 to $71980 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Competitive Class

Travel Percentage 0%

Workweek Mon-Fri

Hours Per Week 37.5


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


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 Monitor phone calls taken by Child Protective Services Specialist 1s (CPSS 1s).

Providing feedback on calls received by CPSS 1s, using a quality assurance scorecard, and identifying areas in which the CPSS 1s need to improve their skills.

Coaching CPSS 1s to improve their skills in the areas of need related to quality assurance.

Create and maintain reports in VCC, WFO, and Uptivity.

Identify trends and provide feedback on calls handled using a Quality Assurance Assessment, identify needs, provide coaching based on report’s findings and review upcoming expectations and trends.

Provide report trends in real-time to match the workforce availability and call volumes.

Assist in development of SCR specific system reports for Quality Assurance unit so that they can review and analyze trends and address any deficiencies.

Develop subject matter expertise to assist across all phases of the system reporting development life cycle including development, testing, training, implementation and post implementation support.

Other duties will be discussed during an interview.

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


Street Bureau of Personnel, EOA #18-666 MAA

52 Washington Street, 231 North

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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