Enrollment Quality Assurance & Process Lead

City of New York; New York (NY); On-site; USD 55,000 - 57,000; Full time

Job summary

The City of New York’s IDNYC program seeks a Community Coordinator functioning as a Quality Assurance Coordinator to test and QA enrollment processes, improving efficiency and customer satisfaction. Under the Special Project and Performance Manager, you will review staff work, provide feedback, and help update policies and procedures.

You will collaborate with training teams, enhance procedures for accuracy, and assist with policy gaps while maintaining communications across Enrollment,

Qualifications

• Bachelor's degree from an accredited college is required, plus two years of experience in community work or related activities.
• Alternative: high school diploma with six years of related community work experience; and at least one year of experience as described in (1).

Responsibilities

• Test and perform ongoing QA for IDNYC Enrollment process and services to increase efficiency and customer satisfaction.
• Review staff work, including data entry and communications with clients, and provide timely feedback to staff and leadership.
• Develop plans to review renewal applications to ensure quality standards are met.
• Collaborate with training team to document best practices and update policies, procedures, and user guides.
• Assist in enhancing enrollment, integrity, and customer service procedures for higher accuracy.
• Identify policy/training gaps and provide feedback to leadership.
• Research unknown documents and guide senior leadership.
• Maintain active communications with Enrollment, Integrity and Customer Service teams for process improvement.
• Perform other duties as necessary.

Education

Bachelor's degree + 2 years community work/related experience

Job description

The City of New York’s IDNYC program seeks a Community Coordinator functioning as a Quality Assurance Coordinator to test and QA enrollment processes, improving efficiency and customer satisfaction. Under the Special Project and Performance Manager, you will review staff work, provide feedback, and help update policies and procedures.

You will collaborate with training teams, enhance procedures for accuracy, and assist with policy gaps while maintaining communications across Enrollment,