Call Center Quality Assurance Specialist 1 (NY HELPS)
Children & Family Services, Office of · Albany · New York
- Role
- Performance analyst
- Posted
- Oct 27, 2026
- Closes
- Nov 11, 2026
- Salary
- $69,964 to $88,970 Annually
Apply on the New York portal
Applications go through the state’s official system — CivicWorks only tracks the posting.
Summary
The Call Center Quality Assurance Specialist 1 supports the NY HELPS call center by managing quality assurance processes, providing coaching feedback to contact center representatives, and assisting with system changes and operational improvements. Based in Menands, NY at the Human Services Call Center, the role involves knowledge base management, real-time workforce monitoring, and collaboration with technical staff to resolve production issues.
Key qualifications
- Six years of qualifying experience in evaluating, implementing, monitoring, or coordinating quality assurance in a customer call center
- Directing and coordinating discrete projects and overseeing multiple quality assurance processes
- Knowledge base and script development experience with ability to design solutions for script effectiveness and efficiency
- Associate degree may substitute for 2 years, bachelor's for 4 years, master's for 5 years, or doctorate for 6 years of experience
Summarized by CivicWorks from the state’s posting — check the official listing for full details.
Tracked by CivicWorks from New York’s public career portal. Posting data refreshes daily; this page disappears when the posting closes.