MAXIMUS

Quality Assurance Analyst - (Remote near Las Vegas, NV) FEMA

Job Locations US-NV-Las Vegas
Requisition ID 2022-79806
Posted Date
2 months ago(8/10/2022 11:15 AM)
# of Openings
7
Job Function
Call Center Operations
Job Schedule
Limited Service Full-Time

Job Introduction

Maximus is currently looking for a Quality Assurance Analyst to join our team. This Quality Assurance Analyst position will be responsible for providing call monitoring and call performance feedback to the QA Supervisor with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.

 

*This is a work at home - remote position. However, you must be able to physically pick up your equipment at our Las Vegas, NV office location.

Education and Experience Requirements

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

 

Home Office Requirements:

  • Hardwired internet (ethernet) connection
  • Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
  • Private work area and adequate power source
  • Video calls may be requested on occasion. Proper background and attire is required
  • All equipment will be provided by Maximus (laptop and headset) but must be picked up in our physical office located in Las Vegas, NV, prior to your start date

 

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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.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

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 are 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.

Pay Transparency

The typical salary range of candidates hired is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

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