QC/QA Admin II - Maximus

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high-quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

The Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

**This is a bring your own device position which requires you to provide your own Smart Phone, personal computer, webcam, ^ headset with microphone (Tablets, iPads, and Chromebooks are not permitted.)**

**Must be available to work weekends.**

Essential Duties and Responsibilities:
- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
- Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures.
- Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards.
- Provide feedback on call monitoring results.
- Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings.

-Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

-Works with Customer Service Supervisors in assisting them in monitoring their team

-Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

-Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

-Participates in calibration sessions with the client and complies with calibration results

-Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

-Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

-Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Minimum Requirements:

-Requires a High School Diploma or GED

-Associate's Degree preferred

-At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

-Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

-Ability to meet call monitoring deadlines and perform with skill and accuracy

-Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

-Excellent interpersonal skills

-Effective oral and written communication skills; strong typing ability required

**This is a bring your own device position which requires you to provide your own Smart Phone, personal computer, webcam, ^ headset with microphone (Tablets, iPads, and Chromebooks are not permitted.)**

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net).

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Hourly Base Pay Minimum for this Position

$

18.20

Hourly Base Pay Maximum for this Position

$

26.44