MAXIMUS

  • Call Center Quality Analyst

    Job Locations US-DC-Washington
    Posted Date 6 months ago(8/6/2019 1:11 PM)
    Requisition ID
    2019-42960
    # of Openings
    4
    Job Function
    Quality
    Job Schedule
    Limited Service Full-Time
  •  

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

    Job Description Summary

    Job Summary:

    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 U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy.

    The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.

    GENERAL SUMMARY: (Scope, Summary and Impact of Job)

    The Quality Data Analyst is one of the core support positions within the Census Questionnaire Assistance (CQA) program, reporting up through the Continual Service Improvement (CSI) functional area. Located in the Program Management Office (PMO) Operations Command Center (OCC). This position reports to the PMO Quality Manager. The Quality Data Analyst will be crossed trained to support both the Data Service Quality and Data Analytics and Continual Improvement (DACI) teams at the PMO and contact center operations level. This position will complete and/or monitor daily reporting evaluating contact center performance data, performs root cause analyses and speech and text analytics, recommends process improvements and serves as point of contact for contact centers for quality processes.

    JOB RESPONSIBILITIES:

    1. Point of contact for assigned contact center to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards.
    2. Collects and analyzes quality and contact center data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost.
    3. Creates and runs standard and ad-hoc reports to monitor contact center performance metrics.
    4. Perform root cause analysis to drill down into performance trends.
    5. Identify Continual Improvement and Corrective Action Preventive Action (CAPA) opportunities.
    6. Creates and reports speech and text analytics to discover emerging trends and identify opportunities for category improvement.
    7. Perform internal audits.
    8. Collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark measurements.
    9. Assess and document program lessons learned.
    10. Become familiar with job-relevant CQA Standard Operating Procedures (SOPs).
    11. Facilitate call recording listening sessions.
    12. Attend PMO level calibration sessions; facilitate contact center level calibration sessions.
    13. Complete quality monitor evaluation audit assessments.
    14. Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established USCB approved quality and performance standards, as assigned.
    15. Participates in special projects as required.
    16. Adhere to the Title 13 requirements for maintaining confidentiality of all USCB data.
    17. Adhere to all CSI, program and company rules, regulations, and processes.

    EDUCATION / EQUIVALENT TRAINING:

    1. Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
    2. 2-3 years of related experience in data contact center monitoring, quality assurance, and/or customer service.

    EXPERIENCE:

    1. Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
    2. Ability to analyze high-level results, research trends and determine root cause of performance trends.
    3. Ability to analyze data in excel, e.g. experience with macros, formulas, professional chart/graph making.
    4. Experience with text and speech analytics preferred.
    5. Experience with Tableau preferred.
    6. Experience with TTEC Calabrio V10 preferred.

    SKILLS AND ABILITIES:

    1. Ability to work under pressure in a fast-paced environment.
    2. Organizational, teamwork, and customer service skills.
    3. Effective oral and written communication skills.
    4. Ability to prioritize and complete tasks within established contractual service levels requirements.
    5. Must have demonstrated leadership skills and good interpersonal skills.
    6. Proficiency with MS Office Products: Word, Excel, and PowerPoint.

    Additional Requirements as per contract/client:
    • In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

    Working Conditions

    The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

    Work may require some physical effort in the handling of light materials, boxes, or equipment.

    The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

    Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

    Maximus is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).

     

    Essential Duties and Responsibilities:
    - Conduct internal audits for the quality assurance program to ensure that quality metric requirements of the project are being met.
    - Collaborate in developing new procedures, and updates existing procedures when changes occur.
    - Analyze reports on operational performance and provides solutions to identified issues.
    - Analyze and develops routine and ad hoc reports on project performance and researches and suggests solutions to identified issues.
    - Conduct monitoring activities and audits for quality assurance purposes and to support the effective functioning of the project.
    - Analyze quality program data to identify trends and to develop and implement corrective action plans as appropriate.
    - Assist with monitoring performance and meeting contractual requirements using MAXe and other system applications.
    - Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
    - Assist with staff training for the purpose of achieving and maintaining quality program goals.
    - Analyze effectiveness of key initiatives and quality improvement efforts.
    - Responsible for adhering to established safety standards.
    - Must be able to remain in a stationary position for an extended period of time
    - Occasionally lift, carry, or otherwise move items weighing up to 25 pounds
    - Work is constantly performed in an office environment
    - Perform other duties as assigned by management.

    Minimum Requirements:
    - Bachelor's degree with 3+ years of experience.
    - May have additional training or education in area of specialization.
    - Develop solutions to a variety of problems of moderate scope & complexity.
    - General application of concepts & principles.
    - Contribute to the completion of organizational projects & goals.
    - Frequent use and general knowledge of industry practices, techniques, and standards.
    - Apply knowledge and skills to complete a wide range of tasks.
    - Communicate on complex or sensitive issues or drafts such responses for supervisor or manager.

     

    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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