Quality Control /Quality Assurance Admin II

Description & Requirements

Maximus is hiring for the Quality Control /Quality Assurance Admin II.

The QC/QA Admin II is responsible for following procedures to assess the quality of service provided through monitoring incoming calls and other work types which focuses on the quality of the call center.

The QC/QA Admin II conducts call monitoring sessions to ensure workers are performing to performance standards and provides feedback on the results.

They will evaluate recorded and transcribed interactions of complex nature and provide context on the ratings.

Home Office Requirement:

- One power strip

- One ethernet cable to accommodate distance from Modem/Router to workspace

- Desk in minimum 45 inches in width workspace

- At least 300MBps internet speed

Why Join Maximus?

- Competitive Compensation

- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.

Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- Tuition Reimbursement - Invest in your ongoing education and development

- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.

- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- Professional Development Opportunities: Participate in training programs, workshops, and conferences

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.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

- DC Medicaid or Health Benefit Exchange experience preferred

- 3 years of Quality Assurance experience preferred

- 3 years of Call Center e...