What are the responsibilities and job description for the Call Center Quality Assurance Specialist 1 (NY HELPS) position at Children & Family Services, Office of?
The duties that the incumbent of the vacancy will be expected to perform. Duties Description Duties include but are not limited to: • Assist the Change Management Unit to manage system change requests and enhancements and contribute to higher level analysis for implementing changes;• Create and maintain Knowledge Base;• Continuous interaction with Contact Center Representatives: provide feedback on calls handled using a Quality Assurance Scorecard, identify needs, provide direct coaching based on the team’s findings and review upcoming expectations;• Provide ongoing production support by assisting to resolve operational systems problems;• Manage, monitor and adjust skill assignments in real-time to match the workforce availability and call volumes;• Assist in development of requirements for Quality Assurance unit; meet with Contact Center Operations staff to review and analyze trends and skill deficiencies;• Provide technical expertise as needed to support the cloud based telephony and customer relationship management (CRM)software platforms;• Build and maintain Interactive Voice Response (IVR) scripts to support new and existing lines of business;• Build and maintain CRM functionality and content to support new and existing lines of business;• Generate regularly scheduled and ad-hoc reports from the telephony and CRM systems;• Coordinate analysis of production issues with technical staff and escalate to supervisor as needed; and• Develop subject matter expertise to assist across all phases of the system development life cycle including development, testing, training, implementation and post implementation support.
The minimum qualifications required for this vacancy. Minimum Qualifications Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer. This position may be designated 55 b/c and is subject to verification of applicant eligibility.Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). * The minimum qualifications through the NY HELP)S are: 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.OrAn associates degree can substitute for two yers 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.
Additional comments regarding the vacancy. Additional Comments All OCFS employees will receive a generous benefits package, including: Holiday & Paid Time Off• Thirteen (13) paid holidays annually• Up to Thirteen (13) days of paid vacation leave annually• Up to Five (5) days of paid personal leave annually• Up to Thirteen (13) days of paid sick leave annually for PEF• Up to three (3) days of professional leave annually to participate in professional developmentHealth Care Benefits• Eligible employees and dependents can pick from a variety of affordable health insurance programs• Family dental and vision benefits at no additional cost Additional Benefits• New York State Employees’ Retirement System (ERS)Membership• NYS Deferred Compensation• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds• Public Service Loan Forgiveness (PSLF)• And many more.At a future date (within one year of permanent appointment) itis expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified._______________________________________________________________Background Investigation Requirements: 1) 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. 2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees. 3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable. The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.
Some positions may require additional credentials or a background check to verify your identity.
The minimum qualifications required for this vacancy. Minimum Qualifications Transfer: One year of permanent competitive or 55b/c service in this title or in a title eligible for 70.1 transfer. This position may be designated 55 b/c and is subject to verification of applicant eligibility.Open to the Public: This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). * The minimum qualifications through the NY HELP)S are: 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.OrAn associates degree can substitute for two yers 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.
Additional comments regarding the vacancy. Additional Comments All OCFS employees will receive a generous benefits package, including: Holiday & Paid Time Off• Thirteen (13) paid holidays annually• Up to Thirteen (13) days of paid vacation leave annually• Up to Five (5) days of paid personal leave annually• Up to Thirteen (13) days of paid sick leave annually for PEF• Up to three (3) days of professional leave annually to participate in professional developmentHealth Care Benefits• Eligible employees and dependents can pick from a variety of affordable health insurance programs• Family dental and vision benefits at no additional cost Additional Benefits• New York State Employees’ Retirement System (ERS)Membership• NYS Deferred Compensation• Access to NY 529 and NY ABLE College Savings Programs, as well as U.S. Savings Bonds• Public Service Loan Forgiveness (PSLF)• And many more.At a future date (within one year of permanent appointment) itis expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status without having to compete in an examination. Employees will then be afforded with all the same rights and privileges of competitive class employees of New York State. While serving permanently in a NY HELPS title, employees may take part in any promotion examination for which they are qualified._______________________________________________________________Background Investigation Requirements: 1) 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. 2) All prospective employees will be screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees will be required to pay any necessary fees. 3) For Division of Juvenile Justice and Opportunities for Youth (DJJOY) prospective appointees will be checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s) if applicable. The Office of Children and Family Services (OCFS) is an equal opportunity employer. OCFS does not discriminate based upon age, race, creed, color, national origin, sexual orientation, gender identity or expression, religion, military or veteran status, sex, disability (including pregnancy-related conditions), predisposing genetic characteristics, familial status, marital status or status as a victim of domestic violence, or other applicable legally protected characteristics. We devote special attention to dismantling racial injustice and recognize that diversity in our workforce is critical to fulfilling our mission. We are committed to the diversity of our staff, and encourage applicants from marginalized communities to apply. In furtherance of Executive Order 31 and OCFS’s mission to have a diverse workforce, all people with disabilities are encouraged to apply. All applicants must be dedicated to working in and sustaining an environment of inclusion that affirms and celebrates the backgrounds, learned and lived expertise, whole identities, and individual perspectives of our staff. Applicants of all backgrounds and experiences are encouraged to self-identify during the application process.
Some positions may require additional credentials or a background check to verify your identity.
