StateJobsNY

NY HELPNo

AgencyHealth, Department of

TitleCall Center Quality Assurance Specialist 1 - 79984, 79985

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 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 Division of Eligibility and Marketplace Integration, Bureau of Quality Management and Change Control

Corporate Woods 22

City Albany

StateNY

Zip Code12211

Minimum Qualifications Permanent Transfer: Current NYS Department of Health employee with permanent or contingent-permanent competitive service as an Call Center Quality Assurance Specialist 1, SG-18; OR a current NYS employee with one year of permanent or contingent-permanent competitive service in a title eligible for transfer to under Section 52.6 or 70.1 of the Civil Service Law.

Preferred Qualifications: Preferred candidates will have experience in: public health insurance programs, including New York’s Medicaid and Child Health Plus; call center operations, including quality control or quality assurance; and interpreting and communicating policies and procedures and assisting in the development of training/curriculum. Preferred candidates will also have the ability to work well independently and under pressure to meet deadlines; strong oral and written communication skills; proficiency in Microsoft Office (Word and Excel); strong analytical skills; and supervisory experience.

Duties Description This Call Center Quality Assurance Specialist 1 within the Division of Eligibility and Marketplace Integration, Bureau of Quality Management and Change Control will be responsible for evaluating NY State of Health call center performance by listening to call recordings and completing a quality assurance checklist according to guidelines.

Specific duties and responsibilities may include but are not limited to:

• Conducting quality assurance reviews of a statistically valid random sample of call recordings.
• Evaluating contractor performance by scoring calls against an approved quality assurance checklist in accordance with the contractor’s work instructions.
• Identifying calls that require contractor and/or consumer follow up to address errors and/or update consumer accounts.
• Identifying potential changes to work instructions or scripting used by call center representatives to improve the efficiency and accuracy of fielding phone calls.
• Identifying trends in performance based on quality assurance reviews that suggest a need for call center representative training on specific subjects.
• Participating in team meetings to ensure calibration across reviewers and discuss opportunities for improvement.
• Recommending changes to call center quality assurance checklists and scoring guidelines.

Additional Comments "Benefits of Working for NYS
Generous benefits package, worth 65% of salary, including:
Holiday & Paid Time Off
• Thirteen (13) paid holidays annually
• Up to Thirteen (13) days of paid vacation leave annually
• Up to Five (5) days of paid personal leave annually
• Up to Thirteen (13) days of paid sick leave annually for PEF/CSEA
• Up to Eight (8) days of paid sick leave annually for M/C
• Up to three (3) days of professional leave annually to participate in professional development


Health Care Benefits
• Eligible employees and dependents can pick from a variety of affordable health insurance programs
• Family dental and vision benefits at no additional cost

Additional Benefits
• New York State Employees’ Retirement System (ERS) Membership
• NYS Deferred Compensation
• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds
• Public Service Loan Forgiveness (PSLF)
• And many more.. "

For more information on the NYS Department of Health’s Mission, Vision, Values and Strategic Plan, please visit: https://health.ny.gov/commissioner/index.htm

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

Name Human Resources Management Group, JGL/CCQAS1/79984, 79985

Telephone 518-486-1812

Fax 518-473-3395

Email Address resume@health.ny.gov

Address

Street Room 2217, Corning Tower Building, Empire State Plaza

City Albany

State NY

Zip Code 12237

Notes on ApplyingPlease submit your resume and cover letter, preferably in PDF format, by email to resume@health.ny.gov, with Reference JGL/CCQAS1/79984, 79985 included in the subject line or by mail to Human Resources Management Group, JGL/CCQAS1/79984, 79985, Rm 2217, Corning Tower Building, Empire State Plaza, Albany, NY 12237-0012, or by fax to (518) 473-3395. Failure to include the required information may result in your resume not being considered for this position.