Description & Requirements

Maximus is currently hiring for a Quality Assurance Analyst to support our DC Enrollment Broker team. This is a remote opportunity. The Quality Assurance Analyst is responsible for reviewing and grading CSR interactions, identifying coaching opportunities, providing feedback to CSRs, updating agent resources, and providing reporting to leadership.

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.

- Monitors assigned functions, completes monitoring reports, and provides feedback to staff and/or management as appropriate.
- Identifying coaching opportunities.
- Manage Open Enrollment data entry report.
- Performs Quality Assurance audits on enrollment transactions.
- Updates call center data sheets and Quality Assurance materials.
- Provides Project Director with status reports and updates per established protocol.
- Maintains all assigned Project logs.
- Evaluates the need for and conducts necessary training for Project personnel.
- Provides the Project Manager with updates on all issues regarding Quality Assurance.
- Notify Project Manager of any issues, concerns and/or problems.
- Process fulfillments and recipient complaints.
- Develop and maintain effective working relationships with key external and internal customers.
- Communicate with customers, technical and non-technical staff.
- Performs other duties as may be assigned by management.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

- Experience creating and submitting quality reports to project leadership is preferred.

- Strong analytical, data, communication, collaboration and problem-solving skills.

- Experience supporting DC Enrollment Broker project preferred.

- Quality assurance experience in a call center environment preferred.

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.

Hourly Base Pay Minimum for this Position

$

23.96

Hourly Base Pay Maximum for this Position

$

23.96