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
1. Assists with monitoring calls of call center staff to ensure quality both on the telephone and within our systems. 2. Assists with working error reports and ensuring letters are complete and accurate. 3. Remains up-to-date on policies and procedures for all operations. 4. Identifies opportunities for improvement and forwards information to determine additional coaching/training needs. 5. Identifies exceptional customer service and recognizes skills that are outstanding. 6. Assists in developing and maintaining an effective quality assurance program. 7. Analyzes and reports on effectiveness of key initiatives and quality improvement efforts. 8. Communicates effectively with all project staff to support and further quality assurance goals. 9. Analyzes quality control data findings to identify trends and writes reports for management as directed. 10. Makes process improvement recommendations. 11. Assists with working reports to ensure our quality standards are maintained. Is able to recognize errors or inconsistencies and correct and/or report as needed. 12. Assists with checking phone lines and can recognize potential issues that may need addressed in order to maintain quality. 13. Provides assistance with special requests. 14. Meets all standards established for this position as outlined in the attached performance criteria. 15. Performs other duties as may be assigned by management.
Essential Duties and Responsibilities: - Responsible for monitoring, evaluating and directing staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures. - Complete task processing for all application and verification documents received. - Meet all performance requirements associated with the quality control processes.
Minimum Requirements: - High School Diploma with 2-4 years of experience. - May have additional training or education in area of specialization. - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. - Communicates more complex information, using job experience to anticipate and proactively address related questions.
*This position will be located in East Lansing, MI.*
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.