Call Center Quality Assurance Specialist

Duties Description

Responsible for evaluating call center performance of the NY State of Health customer service center contractor within the Division of Eligibility and Marketplace Integration, Bureau of Quality Management and Change Control. Serve as a team lead for no more than two call center quality assurance categories.

• Supervising Call Center Quality Assurance Specialist 1 staff, assigning work and monitoring workloads and deadlines in accordance with bureau goals.
• Providing training to Call Center Quality Assurance Specialist 1 staff on how to access resources and conduct quality assurance reviews.
• Serving as a subject matter expert for staff conducting quality assurance reviews in the assigned category.
• Compiling staff suggestions for call center representative staff training opportunities and sharing them with supervisors.
• Developing and updating the quality assurance checklist and accompanying scoring guidelines for quality assurance reviews in the assigned category.
• Reviewing policy and system changes to identify the need for updates to the quality assurance checklist and scoring guidelines.
• Assessing staff recommendations about calls that require contractor follow‑up (e.g., staff coaching or calls to the consumer) and sharing with the contractor as appropriate.
• Conducting team meetings to ensure calibration across reviewers and discuss opportunities for improvement.
• Reviewing staff suggestions about potential changes to work instructions or scripting used by call center representatives to improve the efficiency and accuracy of fielding phone calls and discussing them with bureau managers.
• Providing assigned staff with performance feedback on a regular basis and conducting required staff performance reviews.
• Participating in meetings with contractor to discuss trends in performance and quality assurance metrics and to suggest program improvements and/or training needs.

• Current New York State Department of Health Employees with permanent or contingent‑permanent status as a Call Center Quality Assurance Specialist 2, Grade 23.
• OR:
  New York State employees with one year of permanent or contingent‑permanent service in a title eligible for transfer to Call Center Quality Assurance Specialist 2, Grade 23, under Section 52.6 or 70.1 of the Civil Service Law.

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.

Educational equivalency:
An associate degree can substitute for two years of specialized experience; a bachelor’s degree for four years; a master’s degree for five years; and a doctorate for six years.

If three or fewer New York State Department of Health promotional candidates respond to this notice, the agency may, at its discretion, nominate a qualified employee for non‑competitive promotion under the provisions of Section 52.7 of the Civil Service Law.

Provisional:
Current Department of Health employee with one year of permanent or contingent‑permanent, competitive service as a Call Center Quality Assurance Specialist 1, G‑18.

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.