THIS TITLE IS IN A CIVIL SERVICE COMPETITIVE CLASS THAT IS SUBJECT TO EXAMINATION.  POSITION IS ONLY OPEN TO CANDIDATES WHO HAVE PERMANENT NYC CIVIL SERVICE STATUS AS CUSTOMER INFORMATION REPRESENTATIVE, OR CANDIDATES WHO TOOK THE MOST RECENT CUSTOMER INFORMATION REPRESENTATIVE CIVIL SERVICE EXAMINATION.

POSITION SUMMARY: The Office of Student Enrollment (OSE) manages admissions, enrollment, and transfers for students in Pre-Kindergarten through grade 12 (not including charter schools). The team also oversees policies and processes for citywide Gifted and Talented programs and the Public School Choice transfer process. The Office of Student Enrollment supports the NYCDOE’s core priorities by designing and implementing admissions policies and processes that provide all students with access to high-quality public schools.

P311 is the centerpiece of an overall strategy to create a positive customer service experience for parents and school staff by ensuring that they receive consistent, accurate, and timely information when they contact the NYCDOE.  P311 is a call center that manages inquiries efficiently and engages parents and school staff as active partners in the education of students.  It will be the gateway for central services and supplements the in-school services provided by parent coordinators, principals, guidance counselors, teachers, school staff, and central offices.

The Quality Assurance Analyst will develop quality assurance monitoring and reporting procedures for P311 and screen incoming and outgoing calls to ensure adherence to the policies and procedures of the organization. The Quality Assurance Analyst will provide feedback to assist in the creation of performance improvement and the development of training programs.  Performs related work.

REPORTS TO:  Director of Content, Training, and Quality Assurance

DIRECT REPORTS:  N/A

KEY RELATIONSHIPS: Call Center Manager, Knowledge Analysts, Call Center Supervisors and Team leaders, Customer Information Representatives

RESPONSIBILITIES

• Monitors calls to ensure that representatives, team leaders, and supervisors provide quality customer service and accurate information that meet established standards for quality assurance.
• Addresses all concerns observed during the call monitoring process and collaborate with the appropriate team leader, supervisor, and/or upper management to determine disciplinary action.
• Reviews and determines next and final steps in the call evaluation dispute process.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Trains and mentors representatives, supervisors, and team leaders on the quality assurance procedures, including both new and ongoing refresher training.
• Conducts coaching sessions and provides written feedback to each Customer Information Representative and their supervisor regarding their phone calls.
• Identifies high-quality customer service and notifies appropriate team leader, supervisor, and call center leadership for employee recognition.
• Collects qualitative and quantitative data to establish processes related to all call center operations.
• Prepares quality documents and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies, and re-validations.
• Produces monthly performance and quality reports and conducts regular, systematic analyses.
• Prepares and analyzes internal and external quality reports for management staff review.
• Assists in the creation of performance/quality improvement goals for the P311 Call Center.
• Performs routine audits of data entry and records to ensure that goals are met, and provides feedback to supervisors, team leaders, and call center leadership.
• Leads process improvement initiatives to improve the efficiency and effectiveness of the P311 Call Center.
• Coordinates and facilitates weekly calibration sessions with supervisors, Quality Assurance team, and other leadership members to develop, implement, and improve innovative quality assurance capabilities, approaches, and services.
• Provides feedback to the Management and Training teams to assist in the development and evaluation of training programs.
• Determines metrics for evaluating the performance of P311 Customer Information Representatives, in conjunction with the Management Team.
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
• Participates in the design of call monitoring formats and quality standards.
• Supports holistic testing of new software releases, including integration, performance, and functionality in conjunction with the computer systems team.

QUALIFICATION REQUIREMENTS:

MINIMUM

1. A baccalaureate degree from an accredited college; or
2. An associate degree from an accredited college and two years of satisfactory, fulltime experience responding to inquiries in a customer service, help desk or public relations capacity, utilizing computers and information technology; or
3. A four-year high school diploma or its educational equivalent and four years of the satisfactory, full-time experience described in "2" above; or
4. A satisfactory combination of education and experience. Satisfactory, full-time experience working for New York City government in a customer service, help desk or public information capacity, utilizing computers and information technology may be substituted on the basis of one year of NYC government work experience for two years of the experience described in "2" above. However, all candidates must possess a four-year high school diploma or its educational equivalent. College credit may be substituted for the experience in a customer service or public information capacity on the basis of 32 semester credits for each year of the experience described in "2" above.

The above described education and experience must have included at least one year of satisfactory experience using computers to access information technology systems and databases for researching the answer to questions. Such experience acquired as part of post high school education is acceptable.

To be eligible for assignment to Assignment Level III, candidates must have, in addition to meeting the Qualification Requirements for Assignment Level I, two more years of the satisfactory full-time experience described in “2” above.

PREFERRED

• Able to clearly speak and understand Spanish.
• Ability to focus on deadlines and deliverables.
• Experience monitoring customer service calls for quality assurance in a contact center environment.
• Experience working in a call, contact, or service center environment.
• Experience using Oracle Service Cloud, PeopleSoft, Microsoft CRM, or a proprietary CRM tool, including reporting, data mining, and queries.
• Experience working with quality monitoring software.
• Experience interacting with all levels of management.
• Experience working with Avaya call systems.
• Internal candidates preferred.

SALARY: $65,458+

PLEASE SUBMIT A RESUME AND COVER LETTER WITH YOUR APPLICATION . 

APPLICATIONS WILL BE ACCEPTED THROUGH DECEMBER 17, 2018 UNTIL 3:00 P.M.

NOTE: THE FILLING OF ALL POSITIONS IS SUBJECT TO BUDGET AVAILABILITY.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation.  Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO 

Required Skills Required Experience