Maximus · 3 months ago
Quality Assurance Analyst (QC/QA) Remote and Temporary
United States
Full-time
Remote
Entry Level
$18.74/hr - $27.71/hr
1+ years expMaximus 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.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
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)
Qualification
Required
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
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (39)
2024 (39)
2023 (50)
2022 (42)
2021 (36)
2020 (42)
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
Company data provided by crunchbase