Quality Assurance Specialist (Remote Pharr, TX area)

Description & Requirements

Maximus is looking for a Remote Quality Assurance Specialist in the Pharr, TX area.

The QA Specialist will evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and provide appropriate context for ratings and provide accurate scoring in accordance with approved criteria, quality standards, and standard operating procedures (SOPs).

This is a fully remote work opportunity, but you must be able to pick up equipment at the Maximus, Pharr TX location

Must be able to pass a Federal Background check

This is a temporary position.

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.

• Evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and provide appropriate context for ratings

• Provide accurate scoring in accordance with approved criteria, quality standards, and standard operating procedures (SOPs)

• Effectively communicate clear, concise and balanced feedback via quality monitoring notes, providing agents a path to appropriate reference materials for additional guidance

• Notify Quality and Contact Center leadership of any egregious behavioral or performance issues identified during call monitoring

• Communicate trends identified during call monitoring that could affect Customer Service Representative performance, training, or the beneficiaries

• Review calls for Strategic Call Listening projects and capture data from the calls

• Maintain awareness of information updates through timely completion of scheduled training (e.g.

Essential Job Training, Training Alerts, User Alerts, CUP Topics, and Supervisor Learning Lab sessions), and review all updated materials that cover new initiatives or changes to current Customer Service Representative processes

• Meet and exceed the daily requirement of evaluations.

Acts as a team player in order for the team to meet QA monitoring workload

• Complete annual and quarterly required training prior to established deadlines

• Participate in weekly calibration sessions and maintain an acceptable monthly alignment scor...