Senior Quality Assurance Specialist - 706605

*Only permanent employees in the civil service title, comparable title (under 6.1.9), eligible for the 55a program, and those that are reachable in the civil service list are eligible to apply. *
**This position may be eligible for remote work for up to 2 days per week, pursuant to the Remote Work Pilot Program. **

The NYC Department of Consumer and Worker Protection (DCWP) protects and enhances the daily economic lives of New Yorkers to create thriving communities. DCWP licenses more than 45,000 businesses in more than 40 industries and enforces key consumer protection, licensing, and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources and, by helping to resolve complaints, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. Through its community outreach and the work of its offices of Financial Empowerment and Labor Policy & Standards, DCWP empowers consumers and working families by providing the tools and resources they need to educate consumers and to achieve financial health and work-life balance. DCWP also conducts research and advocates for public policy that furthers its work to support New York City’s communities. For more information about DCWP and its work, call 311 or visit DCWP at nyc.gov/dcwp or on its social media sites, Twitter, Facebook, Instagram and YouTube.

DCWP’s Licensing Divisions seeks a Clerical Associate / Senior Quality Assurance Specialist to join its Quality Assurance Unit. Responsibilities shall include, but not be limited to:

- Working with Licensing units and other DCWP divisions to resolve operational, procedural and technical QA issues; reviewing and managing periodic reports; researching complex cases to determine root causes of issues and/or propose solutions; drafting and reviewing business requirements for system fixes and enhancements; conducting User Acceptance Testing as needed;

- Performing clerical work including complex data processing functions, recording, researching, checking and maintaining records and furnishing information to licensing applicants;

- Checking records for accuracy of information and for conformity with established policy and procedures;

- Collecting and reviewing Licensing data to ensure quality and timely completion;.

- Coordinating and providing training to licensing staff and other relevant stakeholders to ensure support for license applications; processing licensing applications and payments as needed;

- Establishing, implementing and managing consistent and effective methods for data collection, entry and control by Licensing staff;

- Identifying opportunities to improve Licensing processes and consistent communications with applicants (including but not limited to renewal instructions, updated supplemental forms, etc.) to
make them more efficient and customer service oriented;

- Monitoring Licensing deadlines for all license and renewal schedules, correspondences timelines, and other license related requirements;

- Recommending, drafting and amending process manuals for Licensing Division based on the QA analysis;

- Work with supervisors to address potential internal control weaknesses and implement all appropriate external and internal audit recommendations expeditiously;

- Make recommendations to improve the quality of the division’s work; and

- Other related tasks, as needed.

CLERICAL ASSOCIATE - 10251

Qualification Requirements
A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and one year of satisfactory clerical experience.
Skills Requirement
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute.

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.