Maximus

Essential Duties and Responsibilities:

- Establish and communicate monthly QA monitoring targets.

- Manage QA team performance to ensure completion and achievement of established targets. 

- Provide required daily and monthly reports to leadership

- Perform trend analysis based on QA evaluation results to improve call center performance and efficiency. 

- Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.

- Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.

- Possess knowledge and skills to perform all direct QA /Training functions if required.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team. 

- Ensure individualized coaching is performed throughout new hire training. 

- Ensure a smooth transition of agents to the call center after training.

- Review training surveys and integrate feedback to improve the training program.

- Meet with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.

- Oversee training programs for outreach team, supervisors, leads, and other levels of levels of project staff.

- Ensure all training material updates and improvements are made in a timely manner.

- Develop and improve knowledge testing methods and technologies.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

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.