Empire State
Sr. Director, QA & Customer Satisfaction
Empire State, New York, NY
*Applicants MUST submit a cover letter with resume to be considered.
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.
BASIC FUNCTION:
The Senior Director of MWBE Quality Assurance & Customer Satisfaction is responsible for overseeing the quality of certification application reviews and managing customer satisfaction for NYS MWBE Program. The incumbent works in close partnership with the Vice President of Certification to facilitate the timely assessment of certification applications; internal certification training procedures; as well as issue notices and determination letters.
The Quality Assurance Team is responsible for ensuring that the certification review process is consistent with internal policies and completed in an expeditious manner. The SDQA&CS (Senior Director, Quality Assurance & Customer Satisfaction) will also manage customer service staff. Duties include managing a toll-free number available to the public for inquiring about the MWBE Certification process, as well as tracking feedback received through the Customer Care number and email inbox. This will be done by utilizing the Division's support ticket system and Customer Relations Management (CRM) technology platform.
The incumbent will develop guidelines, policies, and procedures, and where needed, spearhead initiatives to enhance the experience received by the public from the Customer Team. Specifically, the incumbent will be responsible for the development and oversight of the Customer Care Handbook, standard operating procedures, and all training materials.
The incumbent will develop policies and procedures for oversight of the Directory of Certified Firm.
The incumbent will oversee the Secondary Review Process ensuring all policies and procedures are followed as directed and make final determinations on all secondary reviews.
The incumbent will oversee the addendum process with the Division's partner agencies and supervise the office assistant responsible for the transfer of data.
The incumbent will oversee the Re-Certification associate responsible for the review and dissemination of all support tickets and FOIL requests.
WORK PERFORMED:
MINIMUM REQUIREMENTS:
Education level required: bachelor's degree required.
Relevant Experience: 5 years of experience with at least three years overseeing a government program, a customer service team, or quality assurance program in a highly customer-oriented field. Must have customer orientation and ability to adapt/respond to different types of characters. Proven customer support experience including strong phone contact handling skills and active listening and track record of meeting quota. Familiarity with CRM systems and practices. Excellent communication and presentation skills. Ability to multitask, prioritize and manage time effectively.
Knowledge Required: Experience overseeing a government program based on a specific regulation or policy, such as implementing DEI goals or language access. Previous experience in project management - Having managed a project from start to completion is a plus. Highly knowledgeable in using customer relationship management tools. Quantitative analysis experience, such as statistical analysis. Experience developing training curricula and/or leading training programs. Strong written and verbal skills. Understanding of NYS or municipal government contracting a plus.
*This position will require in-office presence. Hybrid work schedules may be possible based on specific job duties and consistent with ESD policy.
*Minorities, women, and individuals with disabilities are encouraged to apply. Please contact Human Resources if you require an accommodation.
BASIC FUNCTION:
The Senior Director of MWBE Quality Assurance & Customer Satisfaction is responsible for overseeing the quality of certification application reviews and managing customer satisfaction for NYS MWBE Program. The incumbent works in close partnership with the Vice President of Certification to facilitate the timely assessment of certification applications; internal certification training procedures; as well as issue notices and determination letters.
The Quality Assurance Team is responsible for ensuring that the certification review process is consistent with internal policies and completed in an expeditious manner. The SDQA&CS (Senior Director, Quality Assurance & Customer Satisfaction) will also manage customer service staff. Duties include managing a toll-free number available to the public for inquiring about the MWBE Certification process, as well as tracking feedback received through the Customer Care number and email inbox. This will be done by utilizing the Division's support ticket system and Customer Relations Management (CRM) technology platform.
The incumbent will develop guidelines, policies, and procedures, and where needed, spearhead initiatives to enhance the experience received by the public from the Customer Team. Specifically, the incumbent will be responsible for the development and oversight of the Customer Care Handbook, standard operating procedures, and all training materials.
The incumbent will develop policies and procedures for oversight of the Directory of Certified Firm.
The incumbent will oversee the Secondary Review Process ensuring all policies and procedures are followed as directed and make final determinations on all secondary reviews.
The incumbent will oversee the addendum process with the Division's partner agencies and supervise the office assistant responsible for the transfer of data.
The incumbent will oversee the Re-Certification associate responsible for the review and dissemination of all support tickets and FOIL requests.
WORK PERFORMED:
- Develop qualitative and quantitative methodologies, including but not limited to statistical sampling of applications, spot checks, and periodic audits, to measure the quality of the review process and timely processing of applications.
- Ensure all applications are reviewed in accordance with Executive Law 15-A and Title 5.
- Assist with Division-wide events, such as the annual MWBE Forum, and other MWBE certification outreach programming.
- Assist in identifying contracting available MWBE's for contracting opportunities.
- Developing optimal utilization of the Directory of Certified Firms
- Address feedback and complaints brought by applicants and/or MWBEs concerning certification delays.
- Provide timely responses or additional information to certification applicants, such as status of applications, possible ways to strengthen the application, and how to appeal a certification application denial.
- Develop and execute technical support efforts and assist MWBEs in obtaining technical and other business assistance for obtaining certification.
- Develop and participate in certification outreach workshops.
- Recommend potential services to leadership by collecting customer information and analyzing customer needs.
- Supervise quality assurance analysts. Quality assurance analysts ae responsible for reviewing certification application determinations and issuing other certification related notices.
- In partnership with Director of Certification, participate in developing and maintaining internal policies and procedures around certification and customer service.
- In partnership with Director of Certification, develop a training curriculum and modules which can be used by both local and regional staff, and directly train staff as needed.
- Represent ESD on behalf of the Division by participating on panels for various business seminars, agencies, authorities, community-based organizations, and business trade groups.
- Supervise the Re-Certification Associate. The Re-Certification Associate reviews recertification application determination and issuing notices.
- Supervise the Office Assistant. The Office Assistant oversees the receipt and collection of addendum applications and other certification projects.
- Oversee the development and maintenance of internal policies and procedures around certification and customer service.
- Other duties as assigned.
MINIMUM REQUIREMENTS:
Education level required: bachelor's degree required.
Relevant Experience: 5 years of experience with at least three years overseeing a government program, a customer service team, or quality assurance program in a highly customer-oriented field. Must have customer orientation and ability to adapt/respond to different types of characters. Proven customer support experience including strong phone contact handling skills and active listening and track record of meeting quota. Familiarity with CRM systems and practices. Excellent communication and presentation skills. Ability to multitask, prioritize and manage time effectively.
Knowledge Required: Experience overseeing a government program based on a specific regulation or policy, such as implementing DEI goals or language access. Previous experience in project management - Having managed a project from start to completion is a plus. Highly knowledgeable in using customer relationship management tools. Quantitative analysis experience, such as statistical analysis. Experience developing training curricula and/or leading training programs. Strong written and verbal skills. Understanding of NYS or municipal government contracting a plus.