IDNYC is the free identification card for all New York City residents. As a government-issued photo identification card, IDNYC secures the peace of mind and access to City services that come from having recognized identification. IDNYC benefits every city resident, including the most vulnerable communities - the homeless, youth, the elderly, undocumented immigrants, the formerly incarcerated and others who may have difficulty obtaining government-issued ID.

IDNYC is seeking one (1) Community Coordinator to function as a Quality Assurance (QA) Coordinator.

The Quality Assurance Coordinators test and perform ongoing QA for IDNYC’s Enrollment process and services to increase efficiency and customer satisfaction.

Reporting to the Special Project and Performance Manager, the QA Coordinator will:

- Ensure quality services are provided to all IDNYC applicants and cardholders by collecting and
reviewing client satisfaction metrics and making recommendations to the senior leadership.

- Review staff work, including data entry and written and verbal communications with clients, and
develop a mechanism for giving timely feedback to the staff and the leadership for improvements.

- Develop and implement a plan to review statistically significant number of renewal applications to
ensure each renewal meets the current quality standards.

- Work closely with the IDNYC training team to ensure best practices are documented and
delivered to the staff, and assist with developing new--or updating existing--policies, procedures,
and user guides.

- Assist in enhancing enrollment, integrity and customer service procedures to achieve higher
accuracy when processing cases.

- Assist with identification of any policy and training gaps, and provide feedback to the senior
leadership.

- Assist with researching documents unknown to the IDNYC program and provide guidance to the
senior leadership.

- Maintain active communications with IDNYC staff including Enrollments, Integrity and Customer
Service to make continuous improvement to the enrollment process.

- Perform other duties as necessary.


Work Hours/Shift:
Monday – Friday; 9 AM - 5 PM

Work Location:
1 Metrotech Brooklyn, NY

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.

- Experience with implementation of quality assurance and testing methodologies, processes, standards, and tools. - Advance knowledge of statistics. - Meticulous attention to details. - Strong analytical and computer skills, including proficiency using Microsoft Word and Excel, statistical software such as SPSS. - Excellent verbal and written communication skills, strong client service ethics, as well as key organizational and interpersonal skills. - Ability to multi-task. - Demonstrated analytical skills and ability adapt to and learn new technologies required.

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.