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Quality Assurance Analyst QCQA Remote and Temporary

Maximus

United States

Remote

USD 60,000 - 80,000

Full time

Today
Be an early applicant

Job summary

A leading service provider is seeking a Quality Assurance Analyst to monitor call center interactions and ensure high-quality customer service. The ideal candidate will have at least 3 years of experience in quality assurance and strong organizational skills. This position allows for remote work and requires the ability to provide feedback on service quality. Competitive salary range is offered, and the candidate must have compatible equipment.

Qualifications

  • At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service.
  • Knowledge of quality assurance concepts and processes.
  • Ability to meet call monitoring deadlines with skill and accuracy.

Responsibilities

  • Conduct call monitoring sessions for service quality assessment.
  • Provide feedback on call monitoring results to agents.
  • Identify and communicate trends with management regarding quality metrics.

Skills

Call Monitoring
Quality Assurance
Customer Service
Organizational Skills
Interpersonal Skills

Education

Associate’s Degree
High School diploma or equivalent

Tools

Computer or Laptop
Headset with microphone
Windows 10 or 11
Mac (Big Sur or Catalina)
Job description
Description & Requirements

Maximus is looking to fill a Quality Assurance Analyst (QA) position supporting our CDC INFO program. The Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers’ Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e‑mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC‑INFO’s established requirements and internal customer service performance standards.

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 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).
Education and Requirements
  • Associate’s Degree preferred.
  • At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service.
  • Knowledge of quality assurance and continuous improvement concepts, procedures, and processes.
  • Ability to meet call monitoring deadlines and perform with skill and accuracy.
  • Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi‑task environment.
  • Excellent interpersonal skills.
  • 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).
Home Office Requirements
  • Hardwired internet (ethernet) connection.
  • Internet download speed of 25 Mbps 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.
  • Must be available to work weekends and holidays as needed.
  • Hours of operation are Monday – Friday 8:00 AM – 8:00 PM EST.
Minimum Requirements
  • High School diploma or equivalent with 1‑3 years of experience.
  • 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.

Accommodations

Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at applicantaccommodations@maximus.com.

Minimum Salary

$18.74

Maximum Salary

$27.71

Compensation

$19–$28

Remote

Yes

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