Quality Assurance Specialist

About the role

The New York City Department of Consumer and Worker Protection (DCWP) works to strengthen the everyday economic well-being of New Yorkers and help build thriving communities. The agency licenses nearly 45,000 businesses across more than 40 industries and enforces consumer protection and workplace laws that affect many more. Through fair enforcement and access to support, DCWP helps protect the marketplace from unfair practices while promoting compliance. It also supports consumers and working families with tools that improve financial health and work-life balance, and it contributes research and public policy work that advances its mission.

Within DCWP, the Licensing Division serves as the main operational center for ensuring businesses across New York City meet the legal requirements to operate fairly, safely, and in accordance with local law. By licensing more than 45,000 businesses in over 45 industries, the division helps preserve fair competition and a level playing field for responsible small businesses that are essential to the city’s communities. It is also the first stop for businesses moving through the licensing process and plays an important role in making compliance accessible, efficient, and equitable.

The General Vending Unit is looking for a careful, analytical Quality Assurance Specialist to review application handling, licensing transactions, waitlist management, and customer service activity. The role is a key quality-control function that helps ensure accuracy, consistency, and compliance across unit operations.

This role may be eligible for remote work for up to two days each week under the Remote Work Pilot Program.

Responsibilities

• Review license applications, amendments, renewals, waitlist entries, correspondence, and transaction records to confirm accuracy and compliance.
• Observe application-processing activities and verify that established procedures, policies, and performance standards are being followed.
• Spot recurring mistakes, processing gaps, and operational patterns, then suggest corrective measures.
• Examine customer communications and case files to make sure information is complete, correct, and consistent.
• Compile quality findings, analyze trends, and prepare management reports.
• Monitor waitlist administration to maintain data integrity and adherence to required procedures.
• Help create and revise procedures, training resources, and quality standards.
• Work with supervisors and team members to improve workflows, reduce errors, and increase efficiency.
• Support system testing, identify defects, and document issues in business processes.
• Provide backup support as needed.

Requirements

• A high school diploma or equivalent approved by a state education department or recognized accrediting body, plus at least one year of satisfactory clerical experience.
• Ability to type at least 100 keystrokes, or 20 words, per minute.
• Comfort working with clerical processes, records, and quality-review tasks.
• Attention to detail and the ability to analyze operational issues.

Preferred experience

• Experience overseeing in-person intake operations and maintaining consistent service coverage.
• Ability to supervise, train, and guide intake staff while monitoring performance.
• Experience handling licensing payments accurately and following payment procedures.
• Capability to complete daily reconciliations, closeouts, and discrepancy resolution.
• Experience processing in-person applications and ensuring all required records and payments are complete.
• Skill in identifying workflow bottlenecks and escalating complex cases when needed.
• Ability to coordinate with client-facing and back-office teams to maintain smooth handoffs.
• Experience monitoring daily volume and adjusting staffing to reduce wait times.
• Fluency in a language other than English is considered a plus.

Additional information

This position is titled Clerical Associate (10251).

This opening is available to qualified candidates with disabilities through the 55-a Program. Applicants who want to be considered under this program should note it at the top of their resume and cover letter.

As a prospective City of New York employee, you may be eligible for federal Public Service Loan Forgiveness and state repayment assistance programs. More information is available through the U.S. Department of Education’s PSLF resources.

New York City residency is generally required within 90 days of appointment. However, certain City employees who have worked in eligible titles for two continuous years may be allowed to live in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. The residency rule should be confirmed with the agency representative during the interview process.

The City of New York is an inclusive equal opportunity employer committed to hiring and retaining a diverse workforce and maintaining a workplace free from discrimination and harassment based on protected characteristics, including sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, and pregnancy.