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 Coordinator for the Office of Constituent Services (OCS), which is a unit within the Office of Community Affairs and Immigrant Services (OCAIS). The OCS is responsible for receiving and responding to all inquiries and complaints that HRA receives (nearly 20,000 a year) electronically, by telephone and USA mail from clients, elected officials, advocates, community based organizations and the public at large. OCS is also responsible for managing the agencies main call center which averages 10,000 calls a day.
The Quality Assurance Coordinator will:
• Develop and maintain facilitator guides, participant guides, quick reference guides, job
aids, and PowerPoint presentations when appropriate.
• Facilitate meetings with Call Center Management, Tour Managers, Supervisors, Agents,
Quality Assurance (QA) staff, Application, Business Process, Policy and Procedure, and
Training teams to understand the impacts of new functionality on Infoline and Office of
• Conduct audience assessments to understand the daily activities, strengths,
development areas, and needed skills for agents and users.
• Capture and track all feedback for reporting and trend analysis.
• Monitor the accuracy of the information provided by the agent to the client.
• Determine if agent is focused on caller problem throughout call, is courteous, and
exhibits skills to deliver effective and sufficient service to the caller.
• Evaluate overall agent effectiveness at satisfying customer requests.
• Conduct individual coaching sessions via e-mail or face-to-face when needed with
agents who have areas for improvement.
• Partner with Supervisors to create development plans for agents to address areas for
• Develop and implement effective and measurable strategies to achieve quality objectives.
Minimum Qual Requirements
1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.
• Knowledge of New York City government social service benefit programs such as cash
assistance, supplemental nutrition assistance program and public health insurance.
• Technological background in database management systems.
• Ability to translate complex social service policy and procedures into easy to read
• Ability to analyze data and trends.
• Ability to work with staff with diverse skill sets.
• Dynamic leadership skills and ability to lead a team.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft suite of programs: Word, Excel, Power Point
• Knowledge of the Intranet Quorum (IQ) system.
• Experience working in a call center required.
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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.