Quality Control / Quality Assurance Admin III

Description & Requirements

Maximus is looking for a Quality Control / Quality Assurance Admin III to support our DMCS program under our Department of Education portfolio.

The Quality Control / Quality Assurance Admin III will provide quality control reviews for functions supporting the Debt Management Collection Services (DMCS) program.

This is a Limited Service position.

This position is temporary with an expected date of 12/31/2025.

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.

Additional Duties and Responsibilities:

- Monitor and evaluate correspondence and phone activities and complete scorecards to assess each item according to guidance provided and provide a constructive assessment.
- Maintain and update databases, score cards, reports, and documents with high degree of accuracy.

- Identify accounts requiring escalation, escalating immediately if warranted.

- Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks.

- Preform administrative functions that support the process of reports and appeals.

- Maintain up-to-date knowledge of federal regulations, policies, and procedures as they apply to student financial aid.

- Maintain current understanding of the processing procedures.

- Utilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.

- Identify trends in the information provided by agents to identify areas of improvement and areas that might require additional training.

- Organize, lead, or participate in calibration meetings including the selection of topics to be evaluated and discussed,

- Assist with new hire presentations, assignments, and certifications.

- Demonstrate and maintain appropriate judgment with confidential information.

- May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require

- College courses or degree from an accredited college or university preferred

- Minimum 3 years of related experience required

- Accurate data entry skills

- Proficient in the use of Microsoft Office products

- Excellent organizational, written and verbal communication skills

- A...