Call Center Quality Assurance Specialist ; NY HELPS

Job Title

Under the direction of a Call Center Quality Assurance Specialist 2, this position is responsible for the following duties:

• Review and analyze workload statistics and metrics.

o Identify trends and patterns.

• Identify necessary skill improvements.

o Provide feedback to Call Center Representatives and engage in direct coaching based on necessary skill improvements.

• Coach Call Center Representatives ensuring consistent and superior customer service skills.

o Monitor Call Center Representatives as they answer calls ensuring that performance standards are met or exceeded.

o Create and maintain knowledge base content.

o Ensure customer service satisfaction criteria are met.

• Guide performance improvement.

o Participate in the creation and implementation of job aids, training plans, evaluation tools, and guidance documents to improve and standardize performance.

o Prepare customer reports to determine service level performance standards.

Minimum Qualifications

NON-COMPETITIVE

MINIMUM QUALIFICATIONS:

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:

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.

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-18 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 (Use the "Apply for this Job" box below)..

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.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.