Call Center Quality Assurance Specialist 2 - Albany, United States - Health, Department of

Health, Department of
Health, Department of
Verified Company
Albany, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Minimum Qualifications


Current New York State Department of Health employee with permanent or contingent-permanent status as a Call Center Quality Assurance Specialist 2, Grade 23.


OR:

New York State employee 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.


Duties Description

Responsibilities:

Within the Division of Eligibility and Marketplace Integration, Bureau of Quality Management and Change Control, the Call Center Quality Assurance Specialist 2 incumbents will evaluate the call center performance of the NY State of Health customer service center contractor by serving as a team lead for no more than two call center quality assurance categories.

Specific duties and responsibilities may include but are not limited to:

  • 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
  • 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

Additional Comments
We offer a work-life balance and a generous benefits package, worth 65% of salary, including:

  • Holiday & Paid Time Off
  • Public Service Loan Forgiveness (PSLF)
  • Pension from New York State Employees' Retirement System
  • Shift & Geographic pay differentials
  • Affordable Health Care options
  • Family dental and vision benefits at no additional cost
  • NYS Deferred Compensation plan
  • Access to NY 529 and NY ABLE College Savings Programs, and U.S. Savings Bonds
  • And many more...


For new State employees appointed to graded positions, the annual salary is the hiring rate (beginning of the Salary Range) of the position.

Promotion salaries are calculated by the NYS Office of the State Comptroller in accordance with NYS Civil Service Law, OSC Payroll rules and regulations and negotiated union contracts.

Some positions may require additional credentials or a background check to verify your identity.
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