Quality Control Analyst - Background Clearance Investigation

Description & Requirements

At Maximus, we're proud to be celebrating our 50th year in business, with strong financial performance - including $1.4B in revenue this quarter and 15% growth in our Federal services group.

We've also been recognized as a Washington Post Top Workplace and a VETS Indexes 5 Star Employer in 2024..

Maximus Federal is proactively seeking top talent in anticipation of a potential upcoming contract with the Department of Defense (DoD).

This project is currently in the bidding phase, and we're eager to consider strong candidates who may be a great fit for this opportunity.

Why Join Maximus?

Becoming part of Maximus means joining a team that offers:

• Comprehensive benefits, including medical/dental/vision, paid time off, and more

• Opportunities for career advancement and professional development

• A collaborative, respectful work environment with supportive leadership and mentorship

This position would be full-time and onsite in Boyers, PA and requires an active Top-Secret clearance.

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- 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.

Job-Specific Essential Duties and Responsibilities:

-Develops and implements processes and procedures meant to improve and maintain quality throughout the organization

-Reports to the Department head or Team Lead

-Performs inspections of finished or in-process goods, analyzes data, and identifies trends in defects or errors.

-Investigate quality failures and recommend changes to internal procedures to prevent future quality issues.

-Assesses and reports on the impact of process changes on quality.

-May be responsible for monitoring vendors or suppliers for compliance with established or contracted quality standards.

Job-Specific Minimum Requirements:

-Active Top-Secret clearance

-Highschool degree with 2-3 years experience

-Ability to go on-site to location within Boyers, PA

-Performs work under direct supervision.

-Handles basic issues and problems, and refers more complex issues to higher-level staff.

-Possesses beginning-to-working knowledge of subject matter.

Job-Specific Preferred Skills & Experience:

-Ability to work as part of a team.

-Problem/situation analysis.

-Detail oriented.

-Ability to meet deadlines.

-Attentiveness.

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