Essential Duties and 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.

" 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" Minimum Requirements
- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization. • 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  • Must be a U.S. Citizen EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.  That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.