NYC Public Schools · 2 days ago
Data and Evaluation Coordinator, DHR - 26029
Brooklyn, NY
Full-time
Onsite
Mid Level
$72K/yr - $79K/yr
3+ years expNYC Public Schools is dedicated to serving the educational community and is seeking a Data and Evaluation Coordinator. This role focuses on developing quality assurance and performance improvement initiatives to enhance service delivery within HR Connect, as well as monitoring compliance and evaluating feedback to inform policy decisions.
Responsibilities
Monitors customer interactions to ensure that Customer Service Representatives provide high-quality service to the NYCPS community
Provides individualized coaching and feedback to Customer Service Representatives, supporting professional development and reinforcing effective communication and engagement strategies
Builds, develops, and maintains quality assurance monitoring and reporting systems that strengthen service delivery to the community
Analyzes community and customer feedback to identify service strengths and areas for growth; provides actionable recommendations to enhance community engagement and customer satisfaction
Produces performance and quality reports that highlight trends
Conducts regular analyses to identify opportunities to improve service delivery for the NYCPS community
Collects and interprets quantitative and qualitative data related to customer experiences, outreach efforts, and service outcomes
Leads process improvement initiatives to enhance operational efficiency and effectiveness across HR Connect’s services
Collaborates with technology, operations, and program teams to improve system functionality and data accessibility enhancing overall service performance
Identifies and recognizes high-quality customer service that enhances community satisfaction; partners with Management to celebrate staff who demonstrate outstanding engagement
Reviews and audits service interactions and data to assess how effective HR Connect meets service standards; provides feedback to business units to strengthen performance
Assists in developing performance and quality improvement goals; collaborates with management to establish metrics for evaluating staff engagement and impact
Assists in the development and refinement of evaluation tools, including automated monitoring systems, to better understand and respond to the needs of the NYCPS community
Develops quality review reports to ensure data integrity; identifies issues, presents findings, and recommends solutions that improve service delivery
Creates data visualizations and presentation materials to support data sharing and decision-making
Drafts and presents written reports to business owners and stakeholders to inform policy and service improvements
Provides feedback to Management and Training teams to support the development and evaluation of training programs
Participates in policy and program meetings with leadership to share insights, document feedback, and recommend process enhancements
Collaborates with the Senior Performance Metrics Analyst to review performance trends and key areas for improvement to strengthen service outcomes
Refers escalated employee issues to the HR Connect management team for resolution, ensuring a positive experience for all members of the NYCPS community
Provides direct assistance to the HR Connect Call Center during periods of high call volume to ensure timely and responsive service to all members of the NYCPS community
Qualification
Required
A baccalaureate degree from an accredited college and two (2) years of experience in community work or community centered activities in an area related to the duties described above; or
High school graduation or equivalent and six (6) years of experience in community work or community centered activities in an area related to the duties as described above; or
Education and/or experience which is equivalent to '1' or '2' above. However, all candidates must have at least one (1) year of experience as described in '1' above
In addition to meeting the minimum requirements, individuals must have two additional years of the experience described in '1' above
Preferred
Experience working in a call center environment, including monitoring calls for quality assurance
Familiarity with call center technology and customer service systems
Demonstrated ability to build, develop, and maintain Quality Assurance monitoring and reporting systems
Excellent listening skills and attention to detail; strong written and verbal communication skills
Strong analytical and troubleshooting abilities, with the capacity to work independently
Experience developing and maintaining complex performance and quality reports
Proficiency in Microsoft Office 365 applications and Oracle RightNow, including reporting, data mining, and query development
Experience using data analytics tools for performance measurement and process improvement
Comfortable interacting with customer service representatives and collaborating with all levels of management
Benefits
Public Service Loan Forgiveness
Company
NYC Public Schools
New York City Public Schools (NYCPS) is the largest public school system in the United States, serving approximately 1 million students across more than 1,600 schools in all five boroughs.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Christopher Groll
Chief Executive Officer
Harmon Unger
Deputy CEO for Safety and Security
Recent News
2022-04-12
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