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Senior Quality Monitor

at Maximus

Posted: 6/12/2019
Job Reference #: 41244
Keywords: quality

Job Description

  • Job LocationsUS-FL-Jacksonville
    Posted Date2 weeks ago(6/11/2019 12:24 PM)
    Requisition ID
    2019-41244
    # of Openings
    5
    Job Schedule
    Regular Full-Time
  •  

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

    Job Description Summary

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

    The Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations and audits to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards. The Quality Monitor reports directly to the Quality Assurance Supervisor or Quality Manager (where structure does not require a Supervisor level). The Quality Monitor uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as Quality Manuals and Standard Operating Procedures.

    Essential Job Duties
    •Using CQA subject-matter knowledge and judgment, evaluates recorded and/or live conversations between the
    CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
    •Evaluates interactions with CQA respondents for all contact center channels (Inbound and Outbound) using the
    appropriate quality solutions
    •Provides accurate scoring according to approved criteria definitions, quality standards and standard operating
    procedures
    •Effectively communicates monitoring results in written format, providing Operations Supervisors with key
    information to effectively coach CSRs to improve performance
    •Identifies and reports call trends to quality management staff
    •Fulfills weekly work load assignments, meeting the established performance metrics
    •Acts as team player in order to contribute to team performance goals
    •Participates in site quality meetings as assigned
    •Participates in calibration sessions and complies with defined scoring standards
    •Complies with all CSR and respondent data privacy and security requirements
    •Carries out additional quality initiatives as directed
    •Handles all other duties as assigned
    •Regular and predictable attendance is required
    •Adheres to all department and company rules and regulations

    Education and Experience Requirements:
    • High school diploma or GED required, Bachelor’s degree preferred
    •A minimum of one year’s experience in contact center quality monitoring preferred
    •A minimum of one years’ experience providing written feedback to CSRs and/or management level employees
    preferred
    •Six months of contact center experience required
    •Demonstrated customer service, leadership and team interaction skills preferred
    •Typing ability of at least 30 WPM (testing required)
    •Basic computer literacy
    •Experience working with a PC and a Windows environment
    •Attention to quality, detail oriented
    •Reading for understanding comprehension
    •Ability to communicate effectively both verbally and written
    •Must be able to write clearly and professionally
    •Ability to organize simultaneous tasks
    •Ability to prioritize work
    •May be required to work off-shift as necessary, to include nights and weekends
    •Must be able to speak and read English clearly; professionally and fluently
    •Fluency in Spanish is required (will be required to pass a verbal and written language skills assessment test)
    •Problem solving/probing question skills
    •Interpersonal skills
    •Ability to work within established contractual turnaround times

    In accordance with contractual requirements: Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

     

    *SCA Job Profile Only

     

    EEO Statement: 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.
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