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Quality Assurance Analyst

NYC Human Resources Administration (HRA)

Office of Constituent Services (OCS)

Quality Assurance Analyst Administrative Staff Analyst NM

The New York City Human Resources Administration (HRA), one of the nation's largest social service agencies, is recruiting for a dynamic individual to serve as the Quality Assurance Analyst for the agency's main call center Infoline. The Quality Assurance Analyst (QAA) is responsible for supporting a team of Infoline's call center managers in managing their staff with regard to call quality, agent feedback, and reporting. Reporting to the call center director, the QAA and overall quality program will promote and enforce Infoline's commitment to a positive caller experience by working closely with training and knowledge management to make sure customer service improvement opportunities are addressed.

The Quality Assurance Analyst will:
• Participate in design and improvement of call monitoring formats and quality standards.
• Perform live and recorded call monitoring and provide trend data to Infoline management team.
• Use quality monitoring system to compile and track performance at a team and individual level.
• Provide feedback to call center representatives, supervisors, and managers on statistics, strengths, and opportunities.
• Participate in customer satisfaction analysis & survey programs to assess Infoline's service.
• Conduct regular calibration sessions with supervisors and managers, and facilitate peer evaluations for agents
• Complete projects and additional duties as developed by management.
• During times of high volume, directly handle client calls to ensure that service level is met.
• Interact with all levels of call center management to solve department inefficiencies and other areas of concern.
• Provide actionable data to other groups as needed.
• Assist training and knowledge management team in assessing training needs and participate in training as needed.
• Prepare and analyze internal and external quality and related reports for management staff review.

Preferred Skills:
• Minimum 2 years experience in a call center.
• Quality process or program creation or execution experience.
• Experience with call center monitoring/recording software.
• Intermediate level of expertise with PC hardware and software (Word/Excel).
• Ability to communicate effectively to a variety of audiences with tact and diplomacy.
• Exceptional customer service skills and problem solving abilities
• Strong organizational and interpersonal skills and flexibility.

Qualification requirements: 1. A master's degree from an accredited college in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies or a closely related field, and two years of satisfactory full- time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area. 18months of this experience must have been in an executive, managerial, administrative or supervisory capacity. Supervision must have included supervising staff performing professional work in the areas described above; or 2. A baccalaureate degree from an accredited college and four years of professional experience in the areas described in "1" above, including the 18 months of executive, managerial, administrative or supervisory experience, as described in "1" above. Salary Range: $56,937 - $70,000. New York City offers an excellent and comprehensive benefits package. Residency Requirement: New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview. For consideration, please go to htttps://a127- and search for Job ID #134294 to apply. SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW HRA/CITY OF NEW YORK IS AN EQUAL OPPORTUNITY EMPLOYER



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