Call Center Quality Assurance Specialist ; NY HELPS

Responsibilities

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

• Professional experience in public health insurance programs, including New York’s Medicaid and/or Child Health Plus.
• 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.
• 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 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.