Quality Assurance Specialist - 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.



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*This position requires you to bring your own device 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 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)

Remote Worker Requirements:

- 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 r...