Job Introduction
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.
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.
Hours of Operation:
Monday thru Friday and may be required to work some weekends, hours range from 8:00 AM – 8:00 PM (EST) – Candidate must be flexible and able to work any shift within the hours of operation.
Job Summary
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.
Education and Experience Requirements
- 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)
- 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
Hours of Operation:
Monday thru Friday and may be required to work some weekends, hours range from 8:00 AM – 9:00 PM (EST) – Candidate must be flexible and able to work any shift within the hours of operation
Remote Home Office Requirements:
- Desktop or Laptop Computer
Windows 10 or Apple OS 10.5 or higher
No tablets, iPads, netbooks, Chromebooks, or smart phones
- Private and Secure workspace from home
- Reliable wired internet connection with minimum download speed of 25 mbps and minimum upload speed of 10mbps (No Hotspots or Wifi)
- Wired USB headset and Webcam
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
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.
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.
Posted Max
USD $26.44/Hr.
Posted Min
USD $16.20/Hr.
