IMPORTANT: Unless waived, you must pay the non-refundable processing fee. For information on fee waivers, visit https://www.cs.ny.gov/examannouncements/types/oc/appinfo.cfm##Fee. It is important that you verify that you entered the correct examination number and title on your online or paper application prior to submitting. If you apply online, you should immediately review your email confirmation notice to verify that you applied for the correct examination. If you do not receive a confirmation number after submitting your online application, your application was NOT received by the Department of Civil Service. No late applications will be accepted after the filing deadline has passed.

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Minimum Qualifications

On or before the date of filing your application, you must have:

For Nos. 28-398 and 28-406:

Either 1. six years of call center quality assurance experience;**

Or 2. an associate’s degree AND four years of call center quality assurance experience;**

Or 3. a bachelor’s or higher degree AND two years of call center quality assurance experience.**

For No. 28-404:

Either 1. seven years of call center quality assurance experience** in a government agency;***

Or 2. an associate’s degree AND five years of call center quality assurance experience** in a government agency;***

Or 3. a bachelor’s or higher degree AND three years of call center quality assurance experience** in a government agency.***

For No. 28-405:

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 associate’s 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 bachelor’s 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.

If you expect to meet the educational requirements by September 30, 2018, you can participate in this open competitive training and experience examination, but you cannot be considered for appointment until you submit proof of successful completion of the educational requirement to the Appointing Authority at the time of the employment interview. Failure to meet the educational requirements by September 30, 2018 may result in your removal from the eligible list.

Notes:

1. Your degree must have been awarded by a regionally accredited college or university or one recognized by the NYS Education Department as following acceptable educational practices. If your degree was awarded by an educational institution outside the United States and its territories, you must provide independent verification of equivalency. You can write to the Examination Information Desk of the NYS Department of Civil Service for a list of acceptable companies who provide this service. This information can also be found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must pay the required evaluation fee. If you are applying on the Internet, you must mail the independent verification of equivalency to the New York State Department of Civil Service, Albany, New York 12239. Attention: S1MAV.
2. You may file for these examinations by completing one NYS-APP application form or applying on the Internet. Unless you are eligible for a fee waiver, the indicated processing fee must be submitted for each examination listed on your application.
3. If you submit an application for No. 28-406 Call Center Quality Assurance Specialist 1 (Spanish Language), an application will automatically be submitted for you for No. 28-398 Call Center Quality Assurance Specialist 1 at no additional cost.
4. Additional vacancies are anticipated which may include Call Center Quality Assurance Specialist 1 (Spanish Language) positions. The eligible list will be used to fill those positions, and eligibles must demonstrate proficiency in the Spanish language at a level that will ensure their ability to perform properly the duties of the positions. If other language parenthetics are established, the list will also be used to fill those positions and appointees must demonstrate their language proficiency prior to appointment.
5. Background Investigation/Justice Center Review: In some agencies, the names of all prospective employees may be:
   • Checked against the Staff Exclusion List (SEL) maintained by the Justice Center for the Protection of People with Special Needs. Prospective employees whose names appear on the SEL as having been found responsible for serious or repeated acts of abuse or neglect will be barred from appointment and may have their names removed from the eligible list(s) for the title(s);
   • Investigated through a Criminal Background Check (CBC). All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information may bar appointment or result in removal after appointment. Each case will be determined on its own merits, consistent with the applicable provisions of state and federal laws;

   and will be:

   • Screened against the Statewide Central Register of Child Abuse and Maltreatment (SCR). Prospective employees whose names appear on the SCR may be barred from appointment.

   You will be responsible for payment of all required fees.

6. Appropriate part-time and volunteer experience, which can be verified, will be accepted on a prorated basis.
7. New York State residence is not required.

The Positions:

These positions exist in the New York State Office of Children and Family Services in the Capital District only.

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Duties

As a Call Center Quality Assurance Specialist 1, you would apply quality assurance principles to the review, evaluation, and monitoring of services delivered and the quality of customer service provided by a call center. You would create and maintain Knowledge Base content; monitor call center staff as they answer calls to assess the quality of their interactions with customers; provide constructive feedback and information to call center staff about their performance on calls to effect process improvements; review and analyze workload statistics and metrics to identify trends and patterns; and prepare customer reports to determine service level performance standards.

As a Call Center Quality Assurance Specialist 2, you would supervise at least two Call Center Quality Assurance Specialists 1 in the review, evaluation, and monitoring of services delivered and the quality of customer service provided by a call center. You would define and clarify the quality assurance business rules; develop and update informational processing procedures; oversee and coordinate the work of the change management process; and assist in resolving operational system issues.

As a Call Center Quality Assurance Specialist 3, you would manage a call center’s 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.

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Subject of Examination

There will be no written test. If you meet the Minimum Qualifications your education and experience will be evaluated against the general background/critical activities of the position. This evaluation will concentrate on your education and experience. It is essential that you describe your education and experience as completely as possible when you apply. Ambiguity, vagueness, or omissions will not be decided in your favor. Do NOT send resumes. If you apply using the NYS-APP form and you need more space, attach additional 8½" x 11" sheets following the same format used on the application form. Additional unsolicited information will not be accepted after the last day for filing.

Your final score must be 70 or higher in order to pass. Rank on the eligible list will be determined after adding any wartime Veterans' and Civil Service Law Section 85-a credits to your final passing score.

Important: The Department of Civil Service and other state agencies may communicate with you through email correspondence. This may include the notification of your examination results and canvassing you for interest in appointment. It will be important for you to keep your email address, phone number and mailing address current by logging into https://www.cs.ny.gov/home/myaccount.

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How To Apply

If you do not receive a confirmation number after submitting your online application, your application was NOT processed.

Additional Information

New York State is an Equal Opportunity Employer

It is the policy of the State of New York to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without unlawful discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, arrest and/or criminal conviction record, or any other category protected by law, unless based upon a bona fide occupational qualification or other exception.

Appointment to many positions in State government require candidates to undergo an investigative screening. This may include a thorough character investigation, a Federal Bureau of Investigation Criminal Record History Check, a Child Abuse Registry clearance, or other similar procedures. Candidates may be fingerprinted and may be required to pay any necessary fees for that procedure. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.

Eligibility for Employment

You must be legally eligible to work in the United States at the time of appointment and throughout your employment with New York State. If appointed, you must produce documents that establish your identity and eligibility to work in the United States, as required by the federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.

Religious Accommodation

Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).

Reasonable Accommodations in Testing

It is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to provide equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their application. Further information is available from the Test Administration Unit of the Department of Civil Service. In the Albany area, call 518-457-2487. Outside of the Albany area, call toll free at 1-877-697-5627. For TDD services, call NY Relay at 711 (requires a fee) or 1-800-662-1220.

Admission to Examination

Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, email us at AdmissionNotices@cs.ny.gov. Please provide your first and last name, address, and the last four digits of your social security number, and we will provide you with the information you need to attend your written test. If you have an issue other than not receiving your admission notice, please contact our office at (518) 474-6470 in the Albany area or toll free at 1-877-697-5627. Please leave a clear concise message and provide your first and last name, last four digits of your social security number and a daytime phone number.

Taking State and Local Examinations Scheduled for the Same Day

If you have applied to take a written test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this written test, you must notify each of the local jurisdictions no later than two weeks before the test date to make arrangements for taking all tests at one test site. All tests will be held at the state examination center. For your convenience, contact information for all local civil service agencies is available on our website at: https://www.cs.ny.gov/jobseeker/local.cfm.

Cell Phones or Electronic/Communication Devices at the Test Site

Do not bring cell phones, beepers, headphones, or any electronic or other communication devices to the test site. The use of such devices at the test site in the test room, hallways, restrooms, building, grounds, or other areas could result in your disqualification.

S1/TA1 MAV-dah
Issued: 03/23/2018

This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.

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