Call Center Quality Assurance Specialist ; NY HELPS

Duties Description

This Call Center Quality Assurance Specialist 1 within the Division of Eligibility and Marketplace Integration, Bureau of Quality Management will be responsible for evaluating NY State of Health call center performance with a focus on activities related to HR 1 (federal legislation impacting the Medicaid application and administration process) 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

Permanent Transfer:
Current NYS Department of Health employee with permanent or contingent-permanent competitive service as a 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 under Section 52.6 or 70.1 of the NYS Civil Service Law to Call Center Quality Assurance Specialist 1, SG-18.

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.

• An associate degree may substitute for two years of experience; a bachelor's degree may substitute for four years of experience; a master's degree may substitute for five years of experience; and a doctorate may substitute for six years of experience.

Preferred candidates will have professional experience in public health insurance programs, including New York’s Medicaid, and/or Child Health Plus. Preferred candidates will also have excellent verbal and written communication skills; strong analytical skills and attention to detail; strong organizational skills; proficiency in Microsoft Office (Word, Excel, Access); the ability to work well independently and as part of a team, and to manage multiple priorities in order to meet deadlines;

experience using electronic data systems, such as eMedNY and NYSOH Back Office; and supervisory experience.

This position is part of the NYS HELPS program. No examination is required.

We offer a work-life balance and a generous benefits package, worth 65% of salary, including:

• Holiday & Paid Time Off
• Public Service Loan Forgiveness (PSLF)
• Pension from New York State Employees’ Retirement System
• Shift & Geographic pay differentials
• Affordable Health Care options
• Family dental and vision benefits at no additional cost
• NYS Deferred Compensation plan
• Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
• And many more…

The NYS Department of Health is committed to making New York a safer, healthier, and more equitable place to live. Understanding health equity, social determinants of health and health disparities is critical to accomplish our goal of eliminating health disparities. For more information on the NYS Department of Health’s Mission, Vision, Values and Strategic Plan, please visit: (Use the "Apply for this Job" box below)..htm

If you require reasonable accommodation to complete a job application, a job interview or to otherwise participate in the hiring process, please contact by phone  or email doh.sm.reasonable.accommodation.gov to make a request.

NYS Department of Health does not participate in E‑Verify and does not sponsor visa applications.

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.