Quality Analyst, Crisis Services, Bureau of Mental Health

City of New York
Long Island City, NY
Category Research
Job Description
The Bureau of Mental Health is seeking a Quality Analyst to work with the Crisis Services Office, focusing on assessing and evaluating calls and chats to DOHMH’s behavioral health contact center. This role involves data analysis, report writing, and collaboration with internal teams to improve quality assurance and impact assessments of New York 988 services. The position will provide valuable insights for data-driven decision making to maximize the health and wellness of NYC residents.

Requirements

  • Monitor and evaluate calls, texts, and chats.
  • Analyze quality assurance data.
  • Develop and track corrective action plans.
  • Collaborate with internal teams.
  • Prepare monthly performance reports.
  • Implement and monitor audit process.
  • Measure and interpret call center performance.
  • Deliver performance feedback.
  • Coordinate with NYC Well’s quality assurance teams.

Benefits

  • Premium-free health insurance
  • Retirement plan
  • Workplace Wellness Program
  • Loan Forgiveness programs
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