GOT-IT

Call Center Quality Assurance Specialist 3

Grade 25

New York State has approximately 6 positions* in this title statewide. You may view a breakdown of positions by county. This position exists in various agencies statewide. View links to all New York State agencies including agencies that have this title. For more information, New York State employees can contact the Career Mobility Office at (518) 485-6199 or (800) 553-1322. If you are not a current New York State employee, you can use the Department of Civil Service Web site to explore possible employment opportunities.

*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. If you are viewing a trainee title, please note this number reflects the number of positions established at the journey level. Agencies may fill at the trainee level(s) or at the journey level based on employee qualifications. GOT-IT does not provide information on any job postings or job availability. For information on current job postings, please visit State Jobs NY. You may also visit specific New York State Agency websites for information about an agency and its job opportunities.

Career Ladder

A listing of titles that are most commonly used as steps for upward mobility for this title series. The salary schedule for this career ladder is also available.

  1. Call Center Quality Assurance Specialist 1

    Grade 18

  2. Call Center Quality Assurance Specialist 2

    Grade 23

  3. Call Center Quality Assurance Specialist 3

    Grade 25

Summary of Job Description

As a Call Center Quality Assurance Specialist 3, you would manage a call centerís Quality Assurance Unit, including the direct supervision of at least two Call Center Quality Assurance Specialists 2. You would develop, coordinate, and implement quality assurance initiatives; identify methods to increase consistency in work performance so that the call center meets, or exceeds, service level objectives; direct the monitoring, management, and adjustment of work skill assignments in accordance with staff availability and call volume; and identify call trends, service level risks, transfer call rate issues, important metrics, and areas in which improvement is needed.

View the classification standard for this title, on the Classification and Compensation webpage.

The NYS Title and Salary Plan provides additional information regarding other titles. If there is a classification standard available there will be a link under the column labeled STD. NO. If no link is available there is no classification standard available at this time for that title.

Summary of Minimum Qualifications

Please note: qualifications for this position may be subject to change. If substitutions for education and/or experience are allowed, this information would be available on the announcement.

You must take and pass a Civil Service examination in order to be considered for this position.

On or before the date of the examination, the candidate must have either:

1. eight years of call center quality assurance experience** in a government agency*** which MUST have included a minimum of two years of direct staff supervision;

OR

2. an associateís degree AND six years of call center quality assurance experience** in a government agency*** which MUST
have included a minimum of two years of direct staff supervision;

OR

3. a bachelorís or higher degree AND four years of call center quality assurance experience** in a government agency*** which MUST have included a minimum of two years of direct staff supervision.

**Call Center quality assurance experience includes 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.

***A government agency includes a Department, Office, or Commission, and any unit, bureau, or division in a Department, Office, or Commission, at the federal, state, county, or municipal level. It does not include any private or publicly-held entity, for example a firm, company, or similar non-governmental entity, that contracts with or provides services to a government agency.

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

How to Apply

When this examination is scheduled to be held, the announcement can be found on the Department of Civil Service, Examination Announcements web page. If you do not see an examination currently scheduled please check back on a monthly basis or sign up for announcement notification by email so that you will automatically be notified when new examinations are being offered.

Career Mobility

Career mobility is not just limited to the titles in the Career Ladder, above. Additional movement may be achieved through other examinations, additional education and/or work experience or transfer opportunities. For additional information or clarification of transfer determinations, current State employees should contact the Career Mobility Office. Visit ELMS Online to view established open-competitive, promotion, and transition eligible lists. If you are not a current New York State employee, see Employment Opportunities with New York State and find out how to become a New York State employee.

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