Quality Analyst - Remote

Description & Requirements

Maximus is seeking a detail-oriented and experienced Quality Analyst.

This role is responsible for conducting quality evaluations of staff performance, supporting calibration sessions, and ensuring alignment with client-defined quality standards.

The ideal candidate will demonstrate strong analytical and communication skills, and a commitment to continuous improvement.

This is a fully remote role.

Must have the ability to pass a federal background check.

Equipment will be provided but must meet the remote position requirement provided below.

Remote Position Requirements:

- Hardwired internet (ethernet) connection

- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

- Private work area and adequate power source

Essential Duties and Responsibilities:

- Conduct internal audits for the quality assurance program to ensure that quality metric requirements of the project are being met.

- Collaborate in developing new procedures and update existing procedures when changes occur.

- Analyze reports on operational performance and provide solutions to identified issues.

- Analyze and develop routine and ad hoc reports on project performance, and research and suggest solutions to identified issues.

- Conduct monitoring activities and audits for quality assurance purposes and to support the effective functioning of the project.

- Analyze quality program data to identify trends and to develop and implement corrective action plans as appropriate.

- Assist with monitoring performance and meeting contractual requirements using system applications.

- Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.

- Assist with staff training for the purpose of achieving and maintaining quality program goals.

- Analyze effectiveness of key initiatives and quality improvement efforts.
- Perform other duties as assigned by management.

• Participate in calibration sessions to ensure consistency and alignment in quality evaluations across the team.

• Utilize AI tools and technologies to support quality assurance activities, data analysis, and reporting.

• Assist the center with taking calls as needed to support operations and maintain service levels.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

• Monitor agent interactions to ensure adherence to quality standards and provide timely, constructive feedback.

• Meet daily, weekly, and monthly monitoring goals by completing required evaluations, delivering timely feedback, and documenting results to support overall quality targets.

• Maintain strong organizational skills to effectively track monitors across different lines of business

• Collabo...