Call Center Quality Assurance Specialist ; NY HELPS

• Report to the Director of Special Projects who will oversee the SCR Bureau of Continuous Quality Improvement (Quality Assurance Unit and Business Analysis Unit).
• Assist the Director of Special Projects with defining and implementing the business rules for the SCR Quality Assurance Unit.
• Collaborate with the SCR Director and SCR Sr. Senior Management Team to identify, discuss, and review programmatic goals, outcomes, and strategies.
• Lead the SCR Quality Assurance Unit, providing supervision and training to two or more Call Center Quality Assurance Specialist 1s, Grade 18 unit staff and oversight and monitoring of the unit workloads.
• Develop and implement an SCR QA Feedback/Coaching program with SCR staff.
• Responsible for reviewing/updating the SCR Procedure Manual.

Duties include but are not limited to:

• Report to the Director of Special Projects who will oversee the SCR Bureau of Continuous Quality Improvement (Quality Assurance Unit and Business Analysis Unit).
• Assist the Director of Special Projects with defining and implementing the business rules for the SCR Quality Assurance Unit.
• Collaborate with the SCR Director and SCR Sr. Senior Management Team to identify, discuss, and review programmatic goals, outcomes, and strategies.
• Lead the SCR Quality Assurance Unit, providing supervision and training to two or more Call Center Quality Assurance Specialist 1s, Grade 18 unit staff and oversight and monitoring of the unit workloads.
• Develop and implement an SCR QA Feedback/Coaching program with SCR staff.
• Responsible for reviewing/updating the SCR Procedure Manual.

Transfer:
One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer.

Open to the Public:
This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).
* To be considered for appointment through NY HELPS, candidates must meet the open-competitive minimum qualifications for this position. The qualifications are as below:

Seven 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.

Substitutions:
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.

This position may be designated 55 b/c and is subject to verification of applicant eligibility.

Background Investigation Requirements:

• All prospective employees will be investigated through a Criminal Background Check (CBC), which includes State and federal Criminal History Record Checks. All convictions must be reported; conviction of a felony or misdemeanor, or any falsified or omitted information on the prospective appointee’s employment application, may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of State and federal laws, rules, and regulations.
  
  Prospective employees will be fingerprinted in order to obtain a record of their criminal history information, and may be required to pay any necessary fees.
• All prospective employees will be screened against the Statewide Central Register of Child…