Echo
Quality Assurance Analyst (QC/QA) Remote and Temporary
General information
Job Posting Title
Quality Assurance Analyst (QC/QA) Remote and Temporary
Date
Tuesday, October 14, 2025
City
Remote
Country
United States
Working time
Full-time
Description & Requirements
Maximus is looking to fill a Quality Assurance Analyst (QA) position supporting our CDC INFO program. The Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers’ Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO’s established requirements and internal customer service performance standards.
***Position is a temporary and remote position ***
*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***
***Must be available to work weekends and holidays as needed. The hours of operation are Monday – Friday 8:00 AM – 8:00 PM EST***
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.
Education and Requirements– 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- 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)
*** This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***
Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required – Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.) OS for Windows – Windows 10 or Windows 11 OS for Mac – Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)
Home Office Requirements:-Hardwired internet (ethernet) connection.-Internet download speed of 25mbps single upload or higher required (you can test this by going to www.speedtst.net).-Private work area and adequate power source.-Video calls may be requested on occasion. Proper background and attire is required.
Minimum Requirements
– High School diploma or equivalent with 1-3 years of experience.- May have training or education in area of specialization.
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant’s salary history will not be used in determining compensation.AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [email protected].
Minimum Salary
$
18.74
Maximum Salary
$
27.71
Dialer Management Specialist
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Basic Function
Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operation needs; setup dialer to the proper specifications once dialer campaigns are decided; as directed, create and apply filters and sort criteria in order to maintain a high level of productivity; assist in resolving basic, routine dialer issues by identifying issues and researching in a timely manner, following research through to resolution; prepare routine reports, as required.
Major Job Accountabilities
Dialer Functions – Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operations need
- Setup dialer to the proper specifications according to dialer campaigns
- Create and apply filters and sort criteria as directed in order to maintain a high level of productivity
- Review performance statistics to make recommendations to improve performance. Inform Managers of substandard productivity to discuss recommended changes.
- Monitor performance metrics to ensure that the highest level of productivity is achieved from a list/lead management perspective.
- Provide feedback on dialer performance, providing suggestions for improvements to management
- Assist in developing and documenting processes and procedures for dialer administration
Research Assistance – Assist in resolving basic, routine dialer issues by identifying and researching issues
- Monitor process research through to resolution escalating to supervisor when applicable
- Develop an excellent working relationship with internal contacts
- Respond to requests for dialer reports or other information
Team Interfaces – Establish and maintain a professional relationship with team members and department contacts.
- Cooperate with team members to meet goals or complete tasks
- Escalate work flow and communication issues to supervisor
Related Duties as Assigned –
- The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
- Consequently, job incumbents may be asked to perform other duties as required
- Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
- Please contact your local Employee Relations representative to request a review of any such accommodations.
KNOWLEDGE, SKILLS, AND ABILITIES
Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.
Knowledge
Basic principles of database operation
Basic principles and practices of the industry
Customer service principles and practices
Basics of report preparation
Departmental operating policies and procedures
Skills and Abilities
Establish and maintain cooperative working relationships
Deal tactfully and courteously with clients
Ability to interact with employees at all levels
Follow oral and written instructions
Manage multiple concurrent tasks
Good verbal and written communication skills
Ability to develop and maintain strong relationships and teamwork with co-workers
MINIMUM QUALIFICATIONS
Applicants for this job will be expected to meet the following minimum qualifications.
Education
High school diploma or GED required.
Experience
Minimum 1 year operations experience required. Minimum 1 year dialer experience and statistical analysis preferred.
Other
Basic knowledge of MS Word, and Excel required.
We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.
Equal Opportunity Employer – Veterans/Disabled
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