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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: Newport, US-RI
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:43
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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: Providence, US-RI
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:42
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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: Philadelphia, US-PA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:42
-
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: Eugene, US-OR
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:41
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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: Pittsburgh, US-PA
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:40
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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: Oklahoma City, US-OK
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:39
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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: Cleveland, US-OH
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:39
-
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: Columbus, US-OH
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:38
-
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: Cincinnati, US-OH
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:37
-
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: Portland, US-OR
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:36
-
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: Tulsa, US-OK
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:36
-
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: Albany, US-NY
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:35
-
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: Fargo, US-ND
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:34
-
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: Rochester, US-NY
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:33
-
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: Charlotte, US-NC
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:32
-
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: Wilmington, US-NC
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:32
-
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: Minot, US-ND
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:31
-
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: Las Cruces, US-NM
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:30
-
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: Newark, US-NJ
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:29
-
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: Albuquerque, US-NM
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:29
-
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: Cherry Hill, US-NJ
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:28
-
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: Buffalo, US-NY
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:27
-
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: Reno, US-NV
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:26
-
Provide customer service.
Supervise and complete all transactions with 3rd party vendors.
Monitor total store conditions, and follows through to maintain standards.
Monitor and controls inventory.
Practice safe food handling guidelines.
Supervise and direct operation of the night crew and 3rd party vendors.
Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.Based in Colorado, King Soopers merged with The Kroger Company in 1983.
Today, we're proudly serving King Soopers customers in over 115 stores throughout Colorado and Wyoming.
As part of the Kroger family of companies, we take pride in bringing diverse teams with a passion for food and people together with one common purpose: To Feed the Human Spirit.
With a history of innovation, we work tirelessly to create amazing experiences for our customers, communities AND each other, with food at the heart of it all.
Here, people matter.
That's why we strive to provide the ingredients you need to create your own recipe for success at work and in life.
We help feed your future by providing the value and care you need to grow.
If you're caring, purpose-driven and hungry to learn, your potential is unlimited.
Whether you're seeking a part-time position or a new career path, we've got a fresh opportunity for you.
Apply today to become part of our King Soopers family!
What you'll receive from us:
The Kroger Family of Companies offers comprehensive benefits to support your Associate Well-Being, including Physical, Emotional, Financial and more.
We'll help you thrive, with access to:
* A wide range of healthcare coverage, including affordable, comprehensive medical, dental, vision and prescription coverage, through company plans or collective bargaining agreement plans.
* Flexible scheduling in full- and part-time roles with paid time off, including holiday and sick pay based on eligibility and length of service.
* Emotional and financial support with free counseling through our Employee Assistance Program and free, confidential financial tools and coaching with Goldman Sachs Ayco.
* Valuable associate discounts on purchases, including food, travel, technology and so much more.
* Up to $21,000 in tuition reimbursement over your career, through our industry-leading Continuing Education program.
* Vast potential for growth, through an abundance of industry-leading training programs and diverse career pathways.
For more information about benefits and eligibility, please visit our Benefits Page !
* High School graduate or equivalent preferred
* Ability to read a technical manual, retain and comprehend
* Basic math functions; addition, subtraction, multiplication, and division
* Writing skills to complete forms for budgets, inventories, orders, and reports
* Utilizes good customer service skills
* Demonstrates ability to read and write
* Applies basic math skills
* Utilizes good communi...
....Read more...
Type: Permanent Location: Denver, US-CO
Salary / Rate: 25.61
Posted: 2025-09-04 09:01:26
-
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: North Platte, US-NE
Salary / Rate: Not Specified
Posted: 2025-09-04 09:01:25
