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Call Center Quality Assurance Specialist ; NY HELPS
Job in
City of Albany, Albany, Albany County, New York, 12201, USA
Listed on 2026-09-20
Listing for:
DGS Office of External Affairs
Full Time
position Listed on 2026-09-20
Job specializations:
-
Quality Assurance - QA/QC
QA Specialist - Analyst/Manager
Job Description & How to Apply Below
Location: City of Albany
The Call Center Quality Assurance Specialist 2 leads quality assurance operations for the NY HELPS call center within the Office of Children and Family Services, reporting to the Director of Special Projects. The role involves supervising QA staff, developing and implementing quality assurance feedback programs, maintaining procedure documentation, and collaborating with senior management on strategic goals and process improvements.
Key qualifications:- Seven years of experience evaluating, implementing, planning, monitoring, or coordinating quality assurance processes in a customer call center
- Experience directing and coordinating discrete projects and overseeing multiple quality assurance processes
- Knowledge base and script development with ability to design solutions improving script effectiveness and efficiency
- Associate degree can substitute for two years; bachelor's degree for four years; master's degree for five years of specialized experience
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