[Remote] Quality Assurance Analyst (QC/QA) Remote and Temporary

Note: The job is a remote job and is open to candidates in USA. Maximus is looking to fill a Quality Assurance Analyst position supporting their CDC INFO program. The role involves conducting quality monitoring observations on calls and written correspondence to ensure compliance with established standards and providing feedback to customer service representatives.

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.
• 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). Skills
• High School diploma or equivalent with 1-3 years of experience.
• 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)
• 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)
• 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.
• Associate’s Degree preferred Company Overview
• Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives. It was founded in 1975, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship
• Maximus has a track record of offering H1B sponsorships, with 32 in 2025, 39 in 2024, 50 in 2023, 42 in 2022, 36 in 2021, 42 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job

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