[Remote] Quality Assurance Analyst (QC/QA) Remote and Temporary

Note: The job is a remote job and is open to candidates in USA. Maximus is looking to fill a Quality Assurance Analyst (QA) position supporting their CDC INFO program. The role involves conducting quality monitoring observations on calls and written correspondence to ensure compliance with established performance standards and providing feedback on the results.

Responsibilities

Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. 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. Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards. Works with Customer Service Supervisors in assisting them in monitoring their team. Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client. Participates in calibration sessions with the client and complies with calibration results. Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff. Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures. Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII). Skills High School diploma or equivalent with 1-3 years of experience. Must be available to work weekends and holidays as needed. Must provide your own device/equipment: Computer or Laptop required, headset with microphone and monitor required. Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.) OS for Windows - Windows 10 or Windows 11 OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3) Hardwired internet (ethernet) connection. Internet download speed of 25mbps single upload or higher required. Private work area and adequate power source. Video calls may be requested on occasion. Proper background and attire is required. Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards. Works with Customer Service Supervisors in assisting them in monitoring their team. Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client. Participates in calibration sessions with the client and complies with calibration results. Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff. Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures. Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII). Company Overview Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives. It was founded in 1975, and is headquartered in Mclean, Virginia, USA, with a workforce of 10001+ employees. Its website is http://www.maximus.com/. Company H1B Sponsorship Maximus has a track record of offering H1B sponsorships, with 22 in 2025, 39 in 2024, 50 in 2023, 42 in 2022, 36 in 2021, 42 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job