-Performs quality monitoring activities as designated in the quality assurance plan, identify gaps in the current knowledge/training of staff.
-Monitors assigned functions, completes monitoring reports, and provides feedback to staff and/or management as appropriate.
-Randomly monitors staff related to call monitoring, community outreach, data entry, and overall customer service functions.
-Calibrate internal and external call monitoring sessions and results between the Supervisors, QC, QA and the State.
-Provides the Sr. Manager – Operations and Supervisor – Operations with updates on all issues regarding quality assurance and reports all employee related issues heard during monitoring sessions.
-Ensures activities and processes are in compliance with both company QA standards and applicable contractual standards. Interprets quality standards and provides support to facets of project to further quality assurance goals. Trains staff for the purpose of achieving or maintaining quality assurance goals.
-Maintains the internal database to ensure the integrity of the data input is correct and accurate.
-Provides reporting documentation that supports the need of the QA/Training department to maintain adequate records of all calls recorded.
-Assists with leading or facilitating training sessions as deemed necessary by the QA/Training Supervisor.
-Researches, plans, organize, and conduct training programs, seminars.
The Ideal Candidate will Possess the Following Additional Education and Experience
- High School Diploma with 0-2 years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are routine in nature, with responsibilities easily learned on the job.
- Acquires job skills and learns applicable policies and procedures to complete routine tasks.
- Able to read, understand & perform assignments within prescribed guidelines.
- Communicates routine information in a clear and accurate way with internal & external contacts.
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.
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