Call Center QA Lead: Strategy & Quality Programs

DGS Office of External Affairs; City of Albany (NY); On-site; USD 85,000 - 105,000; Full time

Job summary

The NY HELPS call center, part of the Office of Children and Family Services, is seeking a Call Center Quality Assurance Specialist 2 to lead QA operations and guide performance improvements. Based in New York, you will supervise QA staff and coordinate feedback programs to raise service quality.

You will work with senior management on strategic goals, maintain procedure documentation, and design scripts and knowledge bases to enhance efficiency and accuracy in customer interactions.

Qualifications

• Seven years of experience evaluating, implementing, planning, monitoring, or coordinating quality assurance processes in a customer call center.
• Experience directing and coordinating discrete projects and overseeing multiple quality assurance processes.
• Knowledge base and script development with ability to design solutions improving script effectiveness and efficiency.

Responsibilities

• Lead QA operations for the NY HELPS call center.
• Supervise QA staff and provide guidance.
• Develop and implement quality assurance feedback programs.
• Maintain procedure documentation.
• Collaborate with senior management on strategic goals and process improvements.

Skills

QA experience

Call center

Project coordination

Script development

Education

Associate degree

Bachelor's degree

Master's degree

Job description

The NY HELPS call center, part of the Office of Children and Family Services, is seeking a Call Center Quality Assurance Specialist 2 to lead QA operations and guide performance improvements. Based in New York, you will supervise QA staff and coordinate feedback programs to raise service quality.

You will work with senior management on strategic goals, maintain procedure documentation, and design scripts and knowledge bases to enhance efficiency and accuracy in customer interactions.