Call Center Quality Assurance Specialist 2 (NY HELPS)
Children & Family Services, Office of · Albany · New York
- Role
- Performance analyst
- Posted
- Sep 14, 2026
- Closes
- Sep 29, 2026
- Salary
- $90,582 to $114,585 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 2 leads quality assurance operations for the NY HELPS call center within the Office of Children and Family Services, reporting to the Director of Special Projects. The role involves supervising QA staff, developing and implementing quality assurance feedback programs, maintaining procedure documentation, and collaborating with senior management on strategic goals and process improvements.
Key qualifications
- Seven years of experience evaluating, implementing, planning, monitoring, or coordinating quality assurance processes in a customer call center
- Experience directing and coordinating discrete projects and overseeing multiple quality assurance processes
- Knowledge base and script development with ability to design solutions improving script effectiveness and efficiency
- Associate degree can substitute for two years; bachelor's degree for four years; master's degree for five years of specialized 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.