Call Center Quality Assurance Specialist ; NY HELPS

Position: Call Center Quality Assurance Specialist 1 (NY HELPS) - 79980
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Review Vacancy

Date Posted 06/22/26

Applications Due
07/06/26

Vacancy ID218301

* Basics

* Schedule

* Location

* Job Specifics

* How to Apply

NY HELPYes

Agency Health, Department of

Title Call Center Quality Assurance Specialist 1 (NY HELPS) - 79980

Occupational Category Other Professional Careers

Salary Grade
18

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary Range From $66951 to $85138 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? Yes

Telecommuting allowed? Yes

County Albany

Street Address Office of Health Insurance Programs/ Division of Eligibility and Marketplace Integration/ Bureau of Quality Management and Change Control

22 Corporate Woods

City Albany

StateNY

Zip Code
12211

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 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

Minimum Qualifications 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.

Non-Competitive Candidates via NY HELPS Program:

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 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 Qualifications:

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.

Additional Comments 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…