311 Assistant Quality Assurance Associate
MANHATTAN, NYPosted 30+ days ago
Job summary
Job post source
This job is directly from New York City Office of Technology & Innovation
Job overview
The 311 Assistant Quality Assurance Associate at New York City Office of Technology & Innovation supports quality assurance and community liaison functions to improve customer service and public safety across city agencies.
Responsibilities and impact
The role involves assisting in quality assurance initiatives, coordinating with city agencies, using call center technologies, data collection, trend analysis, call monitoring, coaching, and supporting 24/7 operations and public health projects.
Compensation and benefits
The job offers great benefits typical of city employment, including potential eligibility for Public Service Loan Forgiveness and state repayment assistance programs, with a residency requirement within 90 days of appointment.
Experience and skills
Candidates need a high school diploma or equivalent with three years of community-related experience or equivalent education/experience; preferred skills include call center experience, knowledge of call center technologies, advanced communication, collaboration, Microsoft Office, business intelligence tools, and strong research and planning abilities.
Work environment and culture
The company values diversity, inclusion, and a discrimination-free work environment, emphasizing collaboration and impact through technology in public service.
Company information
The Office of Technology and Innovation leverages technology to improve government services and public safety in New York City, focusing on broadband, cybersecurity, and digital services.
Team overview
The candidate will report to the 311 Customer Service Center and work with teams supporting citywide public health and customer service initiatives.
Job location and travel
The position is located in Manhattan, NY, with possible shifts including weekends and nights due to 24/7 operations.
Application process
Applicants must be current OTI employees and apply via the cityjobs.nyc.gov website using Job ID #718272; submission of a resume does not guarantee an interview.
Unique job features
The role supports 24/7 citywide public health initiatives and uses advanced business intelligence and call center technologies to impact millions of New Yorkers.
Company overview
The New York City Office of Technology & Innovation (OTI) is responsible for implementing and managing the city's technology strategy, ensuring that New York City remains a leader in digital innovation. They make money through government funding and partnerships with private sector technology firms. Important history includes its establishment to centralize and streamline the city's tech initiatives, enhancing public services and infrastructure through advanced technology solutions.
How to land this job
Tailor your resume to highlight experience in community work, call center operations, and quality assurance, emphasizing your ability to coordinate initiatives and analyze call center data.
Showcase proficiency with business intelligence tools, Microsoft Office suite (especially Word, Excel, Access, PowerPoint), and your skills in public speaking, presentation, and business writing to align with the job's preferred skills.
Apply through multiple platforms including the official NYC CityJobs portal with Job ID #718272 and LinkedIn to maximize your application visibility.
Connect on LinkedIn with current employees in the 311 Customer Service Center or the Office of Technology & Innovation, using ice breakers like commenting on recent city tech initiatives or asking about their experience working on public safety technology projects.
Optimize your resume for ATS by incorporating keywords from the job description such as 'quality assurance,' 'call center technologies,' 'business intelligence,' 'community liaison,' and 'data analysis' to ensure it passes initial screenings.
Use Jennie Johnson's Power Apply feature to automate tailoring your resume, submitting applications across multiple platforms, and identifying relevant LinkedIn contacts, allowing you to focus more on preparing for interviews and networking.
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