Occ. Code 2836100

CALL CENTER QUALITY ASSURANCE SPECIALIST 1, GRADE 18	2836100
CALL CENTER QUALITY ASSURANCE SPECIALIST 2, GRADE 23	2836200
CALL CENTER QUALITY ASSURANCE SPECIALIST 3, GRADE 25	2836300

New York State Department of Civil Service

Classification Standard

BRIEF DESCRIPTION OF CLASS SERIES

Positions in this series apply quality assurance principles to the review, evaluation, and monitoring of services delivered, and the quality of customer service provided a Call Center.

Call Center Quality Assurance Specialists are classified in the Human Services Call Center, operated by the Office of Children and Family Services.

DISTINGUISHING CHARACTERISTICS

CALL CENTER QUALITY ASSURANCE SPECIALIST 1: full performance level; under the direction of a Call Center Quality Assurance Specialist 2, analyzes workload trends and metrics, identifies necessary skill improvements, coaches Call Center Representatives to ensure consistent and superior customer service skills, guides performance improvement, and prepares customer reports to determine service level performance standards.

CALL CENTER QUALITY ASSURANCE SPECIALIST 2: supervisory level; supervises two or more Call Center Quality Assurance Specialists 1. Under the direction of a Call Center Quality Assurance Specialist 3, incumbents define and clarify the quality assurance business rules, develop and update the Quality Assurance Units informational processing procedures, and coordinate the efforts of change management teams. .

CALL CENTER QUALITY ASSURANCE SPECIALIST 3: managerial level; under the general direction of higher level call center staff, the position manages the Quality Assurance Unit. This includes direct supervision of two or more Call Center Quality Assurance Specialists 2.

ILLUSTRATIVE DUTIES

CALL CENTER QUALITY ASSURANCE SPECIALIST 1

· Creates and maintains Knowledge Base content.

· Supports higher-level analysis to guide system changes.

· Interacts with Call Center Representatives to ensure that performance work standards are met or exceeded and customer service satisfaction criteria are met.

· Monitors Call Center Representatives as they answer calls to assess the quality of their interactions with customers.

· Provides constructive feedback and information to Call Center Representatives about their performance on calls to effect process improvements.

· Monitors, manages, and adjusts work skill assignments within the Call Center.

· Reviews and analyzes workload statistics and metrics to identify trends and patterns.

· Identifies the needs of Call Center Representative Teams and addresses them by coaching team members.

CALL CENTER QUALITY ASSURANCE SPECIALIST 2

· May perform all of the duties and responsibilities of a Call Center Quality Assurance Specialist 1.

· Supervises two or more Call Center Quality Assurance Specialists 1.

· Oversees and coordinates the work of the change management process.

· Establishes the business rules for the Quality Assurance Unit.

· Provides ongoing production support and guidance through the process of resolving operational system issues.

CALL CENTER QUALITY ASSURANCE SPECIALIST 3

· May perform all of the duties and responsibilities of lower-level Call Center Quality Assurance Specialists.

· Leads the Quality Assurance Unit by continuously supporting and guiding the resolution of operational system issues.

· Administratively supervises the work of lower-level Call Center Quality Assurance Specialists.

· Develops, coordinates, and implements quality assurance initiatives using recognized performance management tools.

· Assesses the effectiveness and quality of the Call Centers operations.

· Identifies methods to increase consistency in work performance, so that the Call Center meets, or exceeds, the standards set forth in Customer Service Agreements.

· Directs the monitoring, management, and adjustment of work skill assignments in accordance with staff availability and call volume.

· Participates in customer review implementation meetings to identify call trends, service level risks, transfer call rate issues, important metrics, and areas in which improvement is needed.

MINIMUM QUALIFICATIONS

CALL CENTER QUALITY ASSURANCE SPECIALIST 1

Open Competitive: a bachelors degree and two years of call center quality assurance experience*; or an associates degree and four years of qualifying experience*; or six years of qualifying experience*.

CALL CENTER QUALITY ASSURANCE SPECIALIST 2

Open Competitive: a bachelors degree and three years of call center quality assurance experience* in a government agency**; or an associates degree and five years of qualifying experience* in a government agency**; or seven years of qualifying experience* in a government agency**.

CALL CENTER QUALITY ASSURANCE SPECIALIST 3

Open Competitive: a bachelors degree and four years of call center quality assurance experience* in a government agency**; or an associates degree and six years of qualifying experience* in a government agency**; or eight years of qualifying experience* in a government agency**. A minimum of two years of this experience must include management and supervision.

*Experience in 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 an entity at the federal, state, county, or municipal level. It does not include any private or publicly-held entity (e.g., a firm, company, or similar non-governmental entity that contracts with, or provides services to, a government agency).

Date: 9/15

NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.