QC/QA Admin II Bilingual

Description & Requirements

Maximus is seeking a Bilingual QC/QA Admin II to support our CDC program.

The Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

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.



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*This is a bring your own device position which requires you to provide your own Smart Phone, personal computer, webcam, ^ headset with microphone (Tablets, iPads, and Chromebooks are not permitted.)

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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.

- 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 calibratio...