Description & Requirements

Maximus is looking for a Quality Control / Quality Assurance Team Lead to support our DMCS program under our Department of Education portfolio. The Quality Control / Quality Assurance Team Lead will provide quality control reviews for functions supporting the Debt Management Collection Services (DMCS) program.

This will be a Limited Service position. You will be hired on a contingency basis with limited time of service.

DMCS Contact Center Quality team is an essential part of the DMCS program. Its objective is to utilize operational techniques and activities to satisfy quality requirements. Quality includes activities aimed at the detection and correction of errors, faults, discrepancies and/or defects in products or services prior to delivery. QC activities generate testing or review results of work efforts and provide feedback that supports Quality Assurance (QA) and drives continuous improvement.

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- 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.

- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- 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.

Additional Duties and Responsibilities:

- Assist the Quality processors in resolving questions concerning audits and Quality processes

- The Team Lead in this role will be responsible for the functions related to the processing of, but not limited to, Quality task assignments

- Ensure work is distributed to staff to ensure Performance Metric standards and Service Level Agreements are met

- Track daily completions and outstanding work balances and provide the data to Quality Phone Supervisor

- Respond to data requests by providing supporting documentation and responding to disputes within specified timeframe

- Assist in creating and providing reporting and trending data to Business Operation and Training management to provide effective tools that allow departments to understand variances and make effective decisions around resource allocation and training needs

- Work with external auditors during periodic reviews and audits, assisting in preparation of annual audit schedules in addition to QA/QC Admin III Responsibilities:

- Monitor and evaluate phone activities and complete scorecards to assess each item according to guidance provided and provide a constructive assessment.

- Maintain and update databases, score cards, reports, and documents with a high degree of accuracy.

- Identify accounts requiring escalation, escalating immediately if warranted.

- Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks.

- Perform administrative functions that support the process of reports and appeals.

- Maintain up-to-date knowledge of federal regulations, policies, and procedures as they apply to student financial aid.

- Maintain current understanding of the processing procedures.

- Utilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.

- Identify trends in the information provided by agents to identify areas of improvement and areas that might require additional training.

- Organize, lead, or participate in calibration meetings including the selection of topics to be evaluated and discussed,

- Assist with new hire presentations, assignments, and certifications.

- Demonstrate and maintain appropriate judgment with confidential information.

- May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require.

Additional Requirements as per contract/client:

- Student Loan and Department of Education experience preferred

- Previous Quality Assurance experienced preferred

- High School Diploma or GED required

- Must reside in the U.S.

- Must be a U.S. citizen.

- Must be able to pass a criminal background check.

- Must not be delinquent or in default on any federal student loans.

- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.

Minimum Requirements

- High School diploma or equivalent with 3 years of experience.
- Associate degree preferred.
- May have training or education in area of specialization.

- Accurate data entry skills

- Proficient in the use of Microsoft Office products

- Excellent organizational, written and verbal communication skills

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

- Ability to work as a team member, as well as independently

- Ability to write using proper grammar, punctuation, sentence structure and pass a written test

- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training

Minimum Requirements

- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- 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.

Minimum Salary

$

23.94

Maximum Salary

$

33.35