Qc/qa Admin Ii - Tysons, United States - Maximus Services, LLC

Maximus Services, LLC
Maximus Services, LLC
Verified Company
Tysons, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Description & Requirements


This Quality Assurance Analyst position will be responsible for providing call monitoring and call performance feedback to the QA Supervisor with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.


  • This is a work at home remote position. This role is temporary.
In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility.

This position will require you to have availability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-11PM EST (including weekends).


Essential Duties and Responsibilities:

  • Works on assignments that are semiroutine 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.

Essential Duties and Responsibilities:

  • Works on assignments that are semiroutine 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 13 years of experience
  • May have training or education in area of specialization

Additional Client Requirements:


  • This position supports a federal contract requiring that all persons have U.S. citizenship.

Home Office Requirements:

  • Hardwired internet (ethernet) connection
  • Private work area and adequate power source
  • Video calls may be requested on occasion. Proper background and attire is required
  • All equipment will be provided by Maximus (laptop and headset)
Minimum Requirements


Minimum Requirements:

  • High School diploma or equivalent with 13 years of experience
.

  • May have training or education in area of specialization
.

EEO Statement

Pay Transparency
- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
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