Assistant Director of Quality Assurance
New York State Teachers' Retirement System Assistant Director of Quality Assurance
All postings will close at 12:01am EST on the date indicated under posting end date.
Note: Sponsorship is not available for this position. Applicants must hold unrestricted work authorization. NYSTRS is unable to sponsor or assume sponsorship of an employment visa for this position now or in the future.
Position Summary
Reporting to the Director of Quality Assurance & Support (QAS), this position is responsible for assisting in planning and directing the operations of the QAS Department, including the responsibility for providing an excellent level of quality control regarding the accuracy of member data and of benefit calculations from the Member Relations Division, providing support to the division through assisting in projects and in testing program changes, and conducting operations within the policy and guidelines of NYSTRS. This position is also responsible for leading the department in achieving goals by ensuring individual and team goals are met through training, determining work assignments, coaching and monitoring workflow.
Minimum Qualifications
A bachelor’s degree with 3 years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated/equated to a Grade 20 or higher in a member-related position in a public retirement system; OR
An associate’s degree with 5 years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated/equated to a Grade 20 or higher in a member-related position in a public retirement system; OR
Eight (8) years of experience in a position with administrative program responsibilities, 4 years of direct supervisory experience and 1 year of experience allocated/equated to a Grade 20 or higher in a member-related position in a public retirement system.
[Examples of administrative program duties include direct involvement in such matters as developing and monitoring program budgets, setting and managing achievement of program/production goals, managing staff resources and workflow, overseeing process improvements, policy level decision making and coordinating staff training and development for one or more program areas of an organization.]
Preferred Qualifications
Ability to critically analyze NYSTRS benefit calculations (such as service retirement, disability retirement, COLA, and death benefits) and track each through PeopleSoft
Ability to collaborate with other Directors
Strong mathematical skills
Dedication to providing exceptional customer service
Excellent oral and written communication skills
Comprehensive understanding of NYSTRS benefits structure
Excellent interpersonal skills
Strong analytical and administrative skills
Effective problem-solving and conflict resolution skills
Ability to exercise good situational judgment, flexibility, and tactfulness in interactions with external and internal customers
Work Modality
The individual in this position will be expected to work in the office the majority of the time. Telecommuting is permitted but should be limited.
Job Duties
The Assistant Director of Quality Assurance & Support will be responsible for, but not limited to, the following duties:
Acting as mentor, trainer, supervisor, etc., for direct report(s)
Actively coaching, mentoring and developing departmental staff
Ensuring all departmental staff adhere to the approved personnel policies of the System
Directing and supporting department initiatives
Working with other departments in Member Relations to administer new legislation and coordinate work efforts
Working with the Director to plan and oversee all work of the Quality Assurance (QA), Documentation & Training (D&T), Document and Office Support Services (DOSS), and Resource units
Ensuring department is meeting all benchmarks as established.
Participating in testing group for launching new features such as in MyNYSTRS and ESA
Reviewing procedure documentation to make sure all steps in the process are documented and are updated to reflect System changes
Reporting regularly to the Director on the status, problems, and plans of the department and requesting guidance as needed
Act as a liaison with other departments in the System to promote the needs and requests of the department
Works with the Director to:
Establish goals and priorities for major activities within the department
Review and coordinate the department budget request and business plan
Maintain the approved organizational structure and adhere to the System’s personnel policies and organizational plan
Employ consistent techniques to provide a work environment which is efficient and participatory, and that fosters employee development and creativity, while always looking to improve internal and external customer service
Direct, coordinate, and monitor the operations of the department to ensure that employers and members receive the highest possible level of customer service
Ensure the QA Unit successfully achieves its primary focus of verifying the accuracy of benefit calculations and data across the MR Division
Ensure the D&T unit successfully achieves its primary focus of providing training and documentation support across the MR Division
Ensure the DOSS unit successfully achieves its primary focus of scanning and validating documents (mail, workflow, and backfile) for the MR Division
Ensure the Resource Unit successfully achieves its primary focus of inputting initial data and providing processing assistance for the MR Division
Salary Grade
Assistant Manager (AM)
Salary Range
$139,529 to 157,040
Job Type
Management/Non-Civil Service
At NYSTRS, diversity, equity, and inclusion are integral to our mission of providing our members with a secure pension and exceptional customer service. We are committed to fostering an inclusive and equitable culture where all diversity is valued and recognized as a source of strength and enrichment across all operations.
NYSTRS is proud to provide equal opportunities to all employees and qualified applicants without regard to race, color, religion, creed, sex, gender expression or identity, national origin, age, ability and disability status, veteran status, marital status, pregnancy status, sexual orientation, citizenship, or any other legally protected class. We are committed to being a workplace that attracts, supports, and retains talented individuals from diverse backgrounds and experiences while championing equal opportunity across recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
All applications to NYSTRS should be done via our Website. NYSTRS will never ask you to submit private information via email or direct you to submit private information to another site as part of our recruitment process.