Maximus

Essential Duties and Responsibilities:

- Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.

- Evaluate agent performance/behavior/adherence to project business rules/policies and provides feedback to designated Quality Assurance Specialist/Quality Assurance Supervisor as a continuous method for process improvement.

- Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.

- Assist with the development, analysis and distribution of project reports and performance indicators.

- Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.

- Communicate Quality Assurance findings effectively with necessary project staff to support and further quality assurance goals.

- Assist with monitoring performance and meeting contractual requirements.

- Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.

- Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.

- Assist with staff training, as necessary.

- Attend and participate in assigned classroom and CBT training courses.

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

- May have additional training or education in area of specialization.

- Work on assignments that are routine in nature, with responsibilities easily learned on the job.

- Acquire job skills and learns applicable policies and procedures to complete routine tasks.

- Able to read, understand & perform assignments within prescribed guidelines.

- Communicate routine information in a clear and accurate way with internal & external contacts.

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.

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- 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.