Job Summary: The QA specialist will perform analysis and is responsible for monitoring, evaluating and directing staff members on quality of work, performance standards, contractual requirements and policies and procedures.

Essential Job Duties:

• Ensure activities and processes comply with QA plan and applicable contractual standards
• Maintain updated knowledge of the program, including policies and procedures as contained in Client bulletins and project SOP’s
• Train staff for the purpose of achieving and maintaining Quality and performance goals.
• Develop and maintain reports based on data analysis and audit findings.
• Conduct quality assurance for completeness, accuracy, consistency, and conformity
• Research and gather data for special studies
• Develop updates and maintain quality manuals, and policies and procedures manuals.
• Perform other duties as may be assigned by management.

Education and Experience Requirements:

• Bachelor’s degree, preferred degree in a related field, from an accredited institution is preferred and/or three (3) years related work experience; training and/or work experience may be considered in lieu of degree.
• Professional written and verbal communication skills are essential and excellent organizational and interpersonal skills a must.
• Self-directed with excellent project and time management skills and an ability to organize, prioritize, and accomplish multiple tasks with careful attention to details
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work independently and as part of a team.
• Ability to use MS Word and Excel

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.
- Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.
- Assist with the development, analysis and distribution of project reports and performance indicators.
- Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.
- Conduct monitoring activities for quality assurance purposes.
- Assist with monitoring performance and meeting contractual requirements.
- Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.
- Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
- Assist with staff training, as necessary.
- Meet all standards established for this position as outlined in the attached performance criteria.
- Perform other duties as may be assigned by corporate management.

Minimum Requirements:
- High School diploma or equivalent with 0-2 years of experience.
- May have additional training or education in area of specialization.
- Work on assignments that are routine in nature, with responsibilities easily learned on the job.
- Acquire job skills and learns applicable policies and procedures to complete routine tasks.
- Able to read, understand & perform assignments within prescribed guidelines.
- Communicate routine information in a clear and accurate way with internal & external contacts.

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.