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.

Job-Specific Essential Duties and Responsibilities: -Develops and implements processes and procedures meant to improve and maintain quality throughout the organization-Reports to the Department head or Team Lead-Performs inspections of finished or in-process goods, analyzes data, and identifies trends in defects or errors. -Investigate quality failures and recommend changes to internal procedures to prevent future quality issues. -Assesses and reports on the impact of process changes on quality. -May be responsible for monitoring vendors or suppliers for compliance with established or contracted quality standards. 

Job-Specific Minimum Requirements: -Active Top-Secret clearance -Highschool degree with 2-3 years experience-Ability to go on-site to location within Boyers, PA-Performs work under direct supervision. -Handles basic issues and problems, and refers more complex issues to higher-level staff. -Possesses beginning-to-working knowledge of subject matter. 

Job-Specific Preferred Skills & Experience: -Ability to work as part of a team. -Problem/situation analysis. -Detail oriented. -Ability to meet deadlines.-Attentiveness.
#FEDDODBPS #techjobs #clearance Minimum Requirements
- High School diploma or equivalent with 2-4 years of experience.

- Associate degree preferred.
- May have training or education in area of specialization.

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.