Quality Assurance Specialist

• 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 nearly 45,000 businesses in more than 40 industries and enforces key consumer protection and workplace laws that apply to countless more. By supporting businesses through equitable enforcement and access to resources, DCWP protects the marketplace from predatory practices and strives to create a culture of compliance. DCWP empowers consumers and working families by providing the tools and resources they need 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, sign up for its newsletter, or follow on its social media sites, X, Facebook, Instagram, and YouTube. Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that businesses across New York City meet the legal requirements to operate fairly, safely, and in compliance with local law. Through licensing more than 45,000 businesses in over 45 industries, the Division ensures fair competition and a level playing field for responsible small businesses that are integral to New York City's vibrant communities. The Division is the first point of contact for businesses navigating the licensing process, and it plays a critical role in upholding the integrity of the marketplace by making compliance accessible, efficient, and equitable. The Licensing Division supports DCWP's broader mission of protecting New Yorkers by ensuring that every business that needs to be licensed operating in the five boroughs has met the standards required to serve the public with integrity. The General Vending Unit is seeking a detail-oriented and analytical Quality Assurance Specialist to monitor application processing activities, licensing transactions, waitlist administration, and customer service operations. This position serves as a key quality control resource responsible for ensuring consistency, accuracy, and compliance across all General Vending Unit functions. Responsibilities include, but are not limited to:

• Conduct quality assurance reviews of license applications, amendments, renewals, waitlist records, correspondence, and licensing transactions
• Monitor application processing activities to ensure compliance with established procedures, policies, and performance standards
• Identify processing errors, recurring deficiencies, and operational trends and recommend corrective actions
• Review customer interactions, correspondence, and case documentation to ensure accuracy, completeness, and consistency
• Track and analyze quality assurance findings and prepare reports for management
• Monitor General Vending waitlist administration activities to ensure data integrity and compliance with established procedures
• Assist with developing and updating procedures, training materials, and quality control standards
• Collaborate with supervisors and staff to improve workflows, reduce errors, and enhance operational efficiency
• Assist with testing system enhancements, identifying defects, and documenting business process issues
• Backup others as needed

CLERICAL ASSOCIATE

• 10251 Minimum Qualifications 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. Preferred Skills
• Oversee all in-person intake operations for the General Vending Unit, ensuring consistent staffing coverage and service quality throughout the business day
• Supervise, train, and support intake staff, monitoring performance and providing real-time guidance to maintain efficiency and accuracy
• Ensure accurate and timely collection of licensing payments, confirming that staff follow proper procedures for all accepted forms of payment
• Conduct daily financial reconciliations and closeouts, resolve discrepancies and maintain complete and accurate transaction records
• Oversee the processing of in-person license applications, ensuring all required documentation is collected, correct payments collected and recorded, and applications are advanced without delay
• Identify and resolve operational bottlenecks, escalating complex applicant issues to the Deputy Director as appropriate
• Collaborate with the Client Manager and Back Office team to ensure seamless handoffs and consistent applicant experiences across all intake touchpoints
• Monitor daily volumes and workflow, adjusting staffing assignments to meet demand and minimizing applicant wait times
• Process applications and payments, and backup others as needed Fluency in a language in addition to English a plus.

55a Program This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program. Public Service Loan Forgiveness 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/. Residency Requirement 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. Additional Information 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.