The NYCERS Quality Assurance Unit in Client Services Division has an opening for a Quality Assurance Analyst. This position will be required to process online client portal inquiries received in CRM as Salesforce cases.
In addition to handling online inquiries, the QA Analyst will be responsible for conducting outreaches to NYCERS client community via all other communication channels (e.g. video, phone, in-person, and email).
The QA Analyst will be required to conduct troubleshooting tasks, in order to resolving online portal access issues.
The QA Analyst will be required to work with Salesforce CRM dashboards and reports and be responsible for maintaining on-time SLAs for case processing.

In addition the QA Analyst will be responsible for:
- Conducting proactive a reactive troubleshooting outreaches to support NYCERS client community who are transacting business online.
- Conducting outreaches to NYCERS client community regarding suspected fraud on their NYCERS account.
- Assisting as needed with NYCERS seminars conducted by the Pension Outreach Program in support of the NYCERS Client community.

Addition the QA Analyst will have a shared responsibility to create best practices documents and/or job aids for assist with the online user experiences.

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

The Quality Assurance Analyst must have excellent skills in communication, problem solving, and interpersonal customer service. Salesforce case management processing experience is desired as well as prior technical support or client support responsibilities. The ideal candidate will have a high-degree of technical competency.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.