Call Center Quality Assurance Specialist 1 (NYHELPS)
ALBANY, NYPosted a month ago
Job summary
Job post source
This job is directly from NYS Office of Temporary & Disability Assistance
Job overview
The Call Center Quality Assurance Specialist 1 role at NYS Office of Temporary & Disability Assistance focuses on monitoring and improving the quality of customer interactions in the call center to enhance service standards and customer satisfaction.
Responsibilities and impact
The specialist will create and maintain knowledge base content, monitor Fair Hearing Specialists' calls, provide feedback for performance improvement, manage work assignments in the Intake Unit, analyze workload metrics, and coach team members to meet quality standards.
Experience and skills
Candidates need six years of experience in quality assurance processes in a customer call center, including project coordination, knowledge base and script development, with associate or bachelor's degree substituting for some experience; eligibility for NY HELPS non-competitive appointment or 55b/c program is noted.
Career development
Employees hired under NY HELPS will convert to competitive status within a year, gaining full rights and promotion opportunities; lateral transfers and competitive list eligibility are also options.
Work environment and culture
The agency promotes diversity and inclusion, encouraging applications from underrepresented groups and supports telecommuting up to 50% in line with agency policy.
Company information
The NYS Office of Temporary & Disability Assistance is a state agency focused on providing social services and support to eligible New York residents.
Job location and travel
The position is based in New York State with up to 50% telecommuting possible as per agency policy.
Application process
Applicants should email their resume to jobpostings@otda.ny.gov with the subject 'Posting #25-078' and must detail how they meet minimum qualifications; non-specific resumes may be disqualified.
Unique job features
The role is part of the NY HELPS emergency hiring program allowing non-competitive appointment with future conversion to competitive status.
Company overview
The New York State Office of Temporary and Disability Assistance (OTDA) is a government agency responsible for overseeing programs that provide temporary financial assistance and support to eligible New Yorkers. They manage initiatives like the Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and the Home Energy Assistance Program (HEAP), among others. The agency's primary goal is to enhance the economic security and well-being of individuals and families in need. OTDA generates revenue through state and federal funding, which is allocated to support its various programs and services. Understanding the agency's role in public assistance and its impact on community welfare is crucial for potential candidates.
How to land this job
Tailor your resume to highlight your experience in quality assurance within call centers, focusing on your skills in monitoring, coaching, and process improvement to align directly with the duties of the Call Center Quality Assurance Specialist 1 role at NYS OTDA.
Emphasize your expertise in knowledge base and script development, your ability to analyze workload metrics, and your experience providing constructive feedback to improve team performance, as these are key responsibilities outlined in the job description.
Apply through multiple channels including the official NYS Office of Temporary & Disability Assistance career page, LinkedIn job postings, and other government job boards to maximize your application visibility for this position.
Connect on LinkedIn with current employees or managers in the Quality Assurance or Customer Service divisions at NYS OTDA, using ice breakers such as asking about their experience with the NY HELPS program or inquiring how they measure success in quality assurance for call centers.
Optimize your resume for ATS by incorporating keywords from the job description like 'quality assurance,' 'knowledge base development,' 'call monitoring,' 'performance metrics,' and 'process improvements' to ensure your resume passes automated screenings.
Utilize Jennie Johnson's Power Apply feature to automate tailoring your resume, applying through multiple platforms, and identifying relevant LinkedIn contacts to message, allowing you to focus your energy on preparing for interviews and networking effectively.
Jennie Johnson works for you!
Here’s what we do to make sure you’re successful:
Targeted Resume Revamp:
We expertly craft your resume to navigate Applicant Tracking Systems (ATS) and showcase your qualifications, making you stand out as a top-tier candidate.
Job Description Dissection:
Unpack the job posting with expert analysis, ensuring your application hits every key requirement.
Bespoke Cover Letter:
Capture the attention of hiring managers with a personalized cover letter that highlights how your skills align perfectly with the job's needs.
Interview Mastery:
Prepare for interviews like a pro with likely questions, strategic answers, and insightful questions for you to ask, setting you apart as an informed candidate.
Direct Application Insights:
Receive tailored advice on the best places to apply, ensuring your applications are seen by the right employers.
Skills and Gaps Assessment:
Identify and close critical skills gaps to position yourself as the best-fit candidate for your ideal job.
Personalized Email Pitch:
Make a memorable first impression with an email template crafted to engage potential employers and initiate meaningful conversations.
In-depth Research Guide:
Leverage comprehensive research tools to gather effective insights on companies, industry trends, and role-specific challenges.
Detailed Company Analysis:
Gain in-depth understanding of your prospective employer, giving you the edge in applications and interviews.
Strategic Candidate Overview:
Understand your unique value and why companies would want to interview you, highlighting your background and positioning.