Call Center Quality Assurance Specialist ; NY HELPS
Job in
City of Albany, Albany, Albany County, New York, 12201, USA
Listed on 2026-10-13
Listing for:
Health, Department of
Full Time
position Listed on 2026-10-13
Job specializations:
-
Quality Assurance - QA/QC
QA Specialist - Analyst/Manager, Quality Control - QC Analysts/Managers
Job Description & How to Apply Below
Location: City of Albany
The Call Center Quality Assurance Specialist 2 leads quality assurance teams evaluating the NY State of Health customer service center contractor's performance within the Department of Health's Office of Health Insurance Programs. The role supervises QA staff, develops quality assurance processes and checklists, provides training and performance feedback, and partners with contractors to identify trends and improvement opportunities. Based in Albany, this full-time position offers competitive benefits including health insurance, pension, and paid time off.
Keyqualifications:
- Seven years of experience evaluating, implementing, planning, monitoring, or coordinating quality assurance processes in a customer call center, including directing projects and overseeing multiple QA
- Knowledge base and script development with ability to design solutions for script effectiveness and efficiency
- Associate degree (substitutes for two years), bachelor's degree (substitutes for four years), or advanced degree (substitutes for five to six years) of specialized experience
- Professional experience with public health insurance programs including Medicaid and Child Health Plus
- Proficiency in Microsoft Office and electronic data systems such as eMedNY and NYSOH Back Office
- Supervisory experience and strong verbal and written communication skills
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