MAXIMUS

Limited Service Quality Assurance Analyst

Job Locations US-Remote | US-AZ-Phoenix
Requisition ID 2021-59249
Posted Date
1 week ago(1/13/2021 11:36 AM)
# of Openings
5
Job Function
Operations
Job Schedule
Limited Service Full-Time

Maximus is currently looking for a Limited Service Quality Assurance Analyst This position will be a work at home position. The position is responsible for auditing the auditor, facilitating calibration calls with quality staff and/or supervisors, and occasionally monitoring and evaluating CSR calls.

Job Description Summary

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)

 

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.

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

 

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 • Fluency in Spanish is preferable

 

Remote Position Requirements:

 

Personal Computer
Private and Secure workspace from home
Access to LAN (wired connection/Ethernet)  at home
Internet provider that offers enough speed for multiple users without latency or lag? (i.e. housemate also WFH, kids playing video games or streaming shows, etc

 

 

MAXIMUS Introduction

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.

 

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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