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Call Center QA Specialist - Coach & Analyst
Job in
City of Albany, Albany, Albany County, New York, 12201, USA
Listed on 2026-07-11
Listing for:
New York State Department of State
Full Time
position Listed on 2026-07-11
Job specializations:
-
Language/Bilingual
Technical Support
Job Description & How to Apply Below
Location: City of Albany
The New York State Department of State is seeking a Call Center Quality Assurance Specialist 2 to oversee evaluation and improvement of customer service performance within a statewide program. You will analyze workload metrics, develop scripts, and provide direct coaching to call center representatives.
This role emphasizes creating knowledge base content, monitoring adherence to standards, and collaborating on training tools and job aids to standardize performance.
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