Quality Control / Quality Assurance Team Lead

Description & Requirements

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

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

DMCS Contact Center Quality team is an essential part of the DMCS program.

Its objective is to utilize operational techniques and activities to satisfy quality requirements.

Quality includes activities aimed at the detection and correction of errors, faults, discrepancies and/or defects in products or services prior to delivery.

QC activities generate testing or review results of work efforts and provide feedback that supports Quality Assurance (QA) and drives continuous improvement.

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:

- Assist the Quality processors in resolving questions concerning audits and Quality processes

- Ensure work is distributed to staff to ensure Performance Metric standards and Service Level Agreements are met

- Track daily completions and outstanding work balances and provide the data to Quality Supervisor

- Respond to data requests by providing supporting documentation and responding to disputes within specified timeframe

- Assist in creating and providing reporting and trending data to Business Operation and Training management to provide effective tools that allow departments to understand variances and make effective decisions around resource allocation and training needs

- Work with external auditors during periodic reviews and audits, assisting in preparation of annual audit schedules

- 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 t...