Call Center Quality Assurance Specialist 1 - Grade 18

Positions in this title can be hired through NY HELPS

GOT-IT does not provide information on any job postings or job availability. For information on current job postings, please visit StateJobsNY. You may also visit specific New York State Agency websites for information about an agency and its job opportunities.

Positions

This title exists within Various New York State Agencies and has approximately 37 positions statewide.

View A Breakdown Of
Positions By County

*The number of positions is approximate and represents the number of positions established (both filled and vacant); it is not an indication or reference to position type or duration, or intent to be filled.

Career Ladder

A listing of titles that are most commonly used as steps for upward mobility for this title series.

Salary Information for Call Center Quality Assurance Specialist 1
Title Grade Hiring Rate/yr Job Rate/yr
Call Center Quality Assurance Specialist 1 18 $65,001 $82,656
Call Center Quality Assurance Specialist 2 23 $84,156 $106,454
Call Center Quality Assurance Specialist 3 25 $93,530 $117,875

All salary grades for trainees titles are non-statutory (NS) equated to the salary grade identified. These grade equations apply to the starting salaries in their respective salary schedule for the traineeship levels.

This title may exist in more than one negotiating unit. This salary schedule represents the most typical salary for this title. Click here to view additional salary information regarding the various bargaining units.

An individual's final salary is determined by the Office of the State Comptroller. This salary schedule does not reflect any Special Salary Treatments

Job Duties

As a Call Center Quality Assurance Specialist 1, you would apply quality assurance principles to the review, evaluation, and monitoring of services delivered and the quality of customer service provided by a call center. You would create and maintain Knowledge Base content; monitor call center staff as they answer calls to assess the quality of their interactions with customers; provide constructive feedback and information to call center staff about their performance on calls to effect process improvements; review and analyze workload statistics and metrics to identify trends and patterns; and prepare customer reports to determine service level performance standards.

View the classification standard for this title which illustrates the nature, extent and scope of duties and responsibilities of the classes they describe.

Summary of Minimum Qualifications

For informational purposes only, click on the examination number(s) listed below to see the current or previous examination(s) that are used to fill this title.

28-398

Please note: qualifications for this position may be subject to change. Job postings on StateJobsNY will contain the most up-to-date qualifications.

How to Apply

All HELP and NY HELPS open positions are now posted on StateJobsNY. It is now even easier for Jobseekers to find openings and connect with New York State agencies.

To narrow your search to NY HELPS jobs, click on "For the General Public", then "Search Vacancies", and select "Yes" on the NY HELPS dropdown to narrow your search to NY HELPS jobs.

Directions to apply will be specified on each individual job posting.

View Open Positions
On StateJobsNY

Mobility Options

Career mobility is not just limited to the titles in the Career Ladder, above. Additional movement may be achieved through transfers opportunities or other examinations.

For additional information or clarification of transfer determinations, current State employees should contact the Career Mobility Office at (518) 485-6199 or (800) 553-1322.

You can also visit ELMS Online to view established open-competitive, promotion, and transition eligible lists.

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