Quality Analyst, Crisis Services, Bureau of Mental Health

About the position The Quality Analyst will report to the Supervisor of Crisis Services on the program assessments and programmatic research activities to better meet the mental health needs of New Yorkers. In addition, provide the resource to systematically observe and evaluate the calls, chats, and texts to NYC 988.

Responsibilities

• Monitor and evaluate calls, texts, and chats to/from DOHMH's behavioral health contact center using standardized audit tools.
• Analyze quality assurance data to identify trends, performance gaps, and areas for improvement.
• Develop and track corrective action plans based on audit findings.
• Conduct literature reviews and research best practices in crisis intervention and contact center operations.
• Support small-scale evaluations to assess the impact of new procedures or quality initiatives.
• Collaborate with internal teams to ensure consistent application of quality standards across contact types.
• Prepare monthly performance reports with research-backed insights and recommendations.
• Present quality findings to leadership and contribute to data-driven decision-making.
• Systematically observe and evaluate calls, chats, and texts to/from DOHMH's behavioral health contact center.
• Be responsible for implementing an ongoing audit process by applying a standardized tool to a statistically valid sample of inbound and outbound calls.
• Measure, oversee and interpret findings in NYC 988 quality assurance standards through routine reporting.
• Identify key performance issues during programmatic oversight and request Corrective Action Plan to address deficiencies.
• Ongoing monitoring and rating of call center counselor and peer support specialist performance using a contact monitoring audit tool.
• Deliver and interpret performance management findings to DOHMH Leadership.
• Coordinate with NYC Well's internal quality assurance teams to ensure the consistent application of contact-handling standards across contact types.
• Use quality tool to rate contact center staff and ensure that quality measure is implemented according to requirements.
• Conduct program review and establish monthly performance report.

Requirements

• A master's degree from an accredited college or university with a specialization in an appropriate field of physical, biological or environmental science or in public health.
• For Assignment Level II and above, a doctorate degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and one year of full-time experience in a responsible supervisory, administrative or research capacity in the appropriate field of specialization.
• A master's degree from an accredited college or university with specialization in an appropriate field of physical, biological, environmental or social science and three years of responsible full-time research experience in the appropriate field of specialization.
• Education and/or experience which is equivalent to the above.

Nice-to-haves

• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Knowledge of Call Center operation.
• Ability to manage competing priorities and track progress to adhere to set timelines.
• Strong computer and data management skills, including proficiency with Word, Excel, and Power Point.

Benefits

• Loan Forgiveness eligibility for federal/state loan forgiveness and repayment assistance programs.
• Premium-free health insurance plan that saves employees over $10K annually.
• Additional health, fitness, and financial benefits based on the position's associated union/benefit fund.
• Public sector defined benefit pension plan with steady monthly payments in retirement.
• Tax-deferred savings program.
• Robust Worksite Wellness Program.

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