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Description & Requirements
The Customer Service Representative - Eligibility Specialist (ES) is responsible for receivinghighvolume,oftenback-to-back,inboundcallsaboutMedicaid,Supplemental Nutrition Assistance Program (SNAP) and Temporary Assistance for Needy Families (TANF) programs.CSRs will assist customers by answering queries, handling complaints and troubleshooting problems in a professional manner ensuring effective resolution and customer satisfaction.
During calls,a Customer Service Repis expectedtoalso process applications and complete case maintenance activities such as changes to cases in the State eligibility system.Additionally, a CSR should ensure all client service issues are resolved in a timely manner and in accordance with stated policies and procedures.
TheCustomer Service RepresentativeisresponsiblefortakinginboundcallsfromMedicaid,SNAP,andTANF applicants, recipients, and other members of the community.
Position Details & Benefits Package:
* Class Start Date: Tuesday October 21st, 2025
* Location: Onsite - Evansville, IN
* Work Hours: 8:00 AM - 4:30 PM, Mon-Fri
* Base rate $18.00/hr
* Career development and promotional opportunities
* Competitive Compensation - Bonuses based on performance included!
* Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA.
Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
* Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
* Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
* Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
* Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
* Tuition Reimbursement - Invest in your ongoing education and development.
* Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
* Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
* Professional Development Opportunities: Participate in training programs, workshops, and conferences.
Essential Duties and Responsibilities:
- Receive, assess, and screen applications, proactively communicating with clients to collect any outstanding information.
- Validate and calculate income, assess eligibility, and manage case referrals.
- Engage regularly with program participants on a daily basis.
- Potentially educate clients on fundamental program services and eligibility prerequisites.
- Collaborate with clients to establish and attain program objectives, ensuring continuity of services and eligibility.
- Fulfill additional responsibilities as delegated by Management....
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Type: Permanent Location: Evansville, US-IN
Salary / Rate: Not Specified
Posted: 2025-09-04 09:02:03
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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...
....Read more...
Type: Permanent Location: Cheyenne, US-WY
Salary / Rate: Not Specified
Posted: 2025-09-04 09:02:02
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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...
....Read more...
Type: Permanent Location: Eau Claire, US-WI
Salary / Rate: Not Specified
Posted: 2025-09-04 09:02:01
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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...
....Read more...
Type: Permanent Location: Spokane, US-WA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:02:00
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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...
....Read more...
Type: Permanent Location: Milwaukee, US-WI
Salary / Rate: Not Specified
Posted: 2025-09-04 09:02:00
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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...
....Read more...
Type: Permanent Location: Charleston, US-WV
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:59
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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...
....Read more...
Type: Permanent Location: Morgantown, US-WV
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:58
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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...
....Read more...
Type: Permanent Location: Roanoke, US-VA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:57
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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...
....Read more...
Type: Permanent Location: Bennington, US-VT
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:56
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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...
....Read more...
Type: Permanent Location: Seattle, US-WA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:55
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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...
....Read more...
Type: Permanent Location: Burlington, US-VT
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:54
-
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...
....Read more...
Type: Permanent Location: Richmond, US-VA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:54
-
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...
....Read more...
Type: Permanent Location: Tysons, US-VA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:53
-
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...
....Read more...
Type: Permanent Location: St. George, US-UT
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:52
-
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...
....Read more...
Type: Permanent Location: Dallas, US-TX
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:51
-
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...
....Read more...
Type: Permanent Location: Salt Lake City, US-UT
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:51
-
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...
....Read more...
Type: Permanent Location: Houston, US-TX
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:50
-
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...
....Read more...
Type: Permanent Location: San Antonio, US-TX
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:49
-
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...
....Read more...
Type: Permanent Location: Columbia, US-SC
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:48
-
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...
....Read more...
Type: Permanent Location: Lubbock, US-TX
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:48
-
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...
....Read more...
Type: Permanent Location: Charleston, US-SC
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:47
-
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...
....Read more...
Type: Permanent Location: Nashville, US-TN
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:46
-
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...
....Read more...
Type: Permanent Location: Sioux Falls, US-SD
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:45
-
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...
....Read more...
Type: Permanent Location: Memphis, US-TN
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:45
-
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...
....Read more...
Type: Permanent Location: Rapid City, US-SD
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:44
