Quality Control / Quality Assurance Admin III (Near Greenville, TX)

Description & Requirements

Maximus is looking for Hybrid 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 position does require you to be able to work Onsite at our Greenville, TX Location up to 3 days a week.

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:

- Perform quality control checks on DMCS Greenville functions including Loan Intake, Mail Intake, National Payment Center, Back Office and the Correspondence Team
- Perform quality verification of template usage and data populated

- Perform administrative functions that support the processing of appeals

- Maintain and update databases, score cards, reports, and documents with high degree of accuracy.

- Identify correspondence requiring escalation, escalating immediately if warranted

- Provide assistance with decision notification, which may include any form of correspondence with borrowers

- Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid

- Maintain current understanding of the processing procedures

- 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

- Type or generate letters and other documents as necessary

- Participate in calibration meetings

- 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

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

- Ability to work as a team member, as well as independently

- Ability to write using proper grammar, punctuation, sentence structure and pass a written test...