Remote Quality Alignment Specialist
Job Introduction:
Maximus is currently looking for a Remote Quality Alignment Specialist(s) This position is responsible for auditing the auditor, facilitating calibration calls with quality staff and/or supervisors, and occasionally monitoring and evaluating CSR calls.
Job Summary:
Essential Duties and Responsibilities:
- Evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and provide appropriate context for ratings
- Provide accurate scoring in accordance with approved criteria, quality standards, and standard operating procedures (SOPs)
- Effectively communicate clear, concise and balanced feedback via quality monitoring notes, providing agents a path to appropriate reference materials for additional guidance
- Notify Quality and Contact Center leadership of any egregious behavioral or performance issues identified during call monitoring
- Communicate trends identified during call monitoring that could affect Customer Service Representative performance, training, or the beneficiaries
- Review calls for Strategic Call Listening projects and capture data from the calls
- Maintain awareness of information updates through timely completion of scheduled training (e.g. Essential Job Training, Training Alerts, User Alerts, CUP Topics, and Supervisor Learning Lab sessions), and review all updated materials that cover new initiatives or changes to current Customer Service Representative processes
- Meet and exceed the daily requirement of evaluations. Acts as a team player in order for the team to meet QA monitoring workload
- Complete annual and quarterly required training prior to established deadlines
- Participate in weekly calibration sessions and maintain an acceptable monthly alignment score
- Support training delivery team by assisting in the presentation of Quality modules during new hire training, where applicable
- Handle inbound calls on a monthly basis and during specified high peak periods such as Open Enrollment period
- Maintain compliance to Standard Operating Procedures, CMS Quality Handbook, and CMS Quality Assurance Plan
- Comply with all customer/data privacy and security requirements
- Regular and predictable attendance is required
Education and Experience Requirements:
- High School diploma or equivalent required
- Minimum one (1) year of call center customer service experience
- Minimum six (6) months of previous leadership or supervisory experience preferred
- Bachelor’s degree or appropriate combination of education and experience preferred
- Previous experience with quality monitoring in an inbound, medical and/or confidential information setting preferred
- Demonstrated customer service, leadership, and team interaction skills preferred
- Proven track record of working independently in a self-directed role where work is self-initiated required
- Regular and predictable attendance is required
Education and Experience Requirements:
The 6 month time in position rule can be waived for CCO employees under the following circumstances : employees who were in an acting role and have returned to their home base position, employees who are currently in an acting/limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment.
MAXIMUS Introduction: Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com. EEO Statement: EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status. Pay Transparency: The typical salary range of candidates hired is based on the local market. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.