QC/QA Admin II (FEMA)(temporary)

Description & Requirements

Maximus is currently looking for a Quality Assurance Analyst to join our team, to support the Federal Emergency Management Agency (FEMA).

FEMA's mission is to help people before, during, and after disasters.

In this project, we will support FEMA by taking calls and accepting applications from individuals and businesses for disaster assistance from the designated geographical area.

This Quality Assurance Analyst position will be responsible for providing call monitoring and call performance feedback to the QA Supervisor with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.



*This is a work at home - remote position.



*This role is temporary.



*Must be a US Citizen per client requirements.


*Must have the ability to pass a federal background check.

In this position, you will be supporting survivors of a natural disaster.

The FEMA team strives to be available to help those in need requiring us to have flexibility.

This position will require you to have availability to work an eight (8) hour shift, (5) days per week anytime between the hours of 6:30am - 2:00am EST (including weekends).

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

Additional Client Requirements:
- Ability to pass a federal background check

- Must reside in Contiguous US

- Must be a US Citizen per client requirements.

Home Office Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or
higher required (you can test this by going to www.speedtest.net).

- Private work area and adequate power source

- Video calls may be requested on occasion.

Proper background and attire is required
- All equipment will be provided by Maximus (laptop, monitor, keyboard/mouse and headset)

Minimum Requirements

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

EEO Statement

Active military service members, their sp...