Quality Assurance Analyst (QC/QA) Remote and Temporary - 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. Accommodations Maximus 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 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. Accommodations Maximus 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 Apply tot his job Apply To this Job