Qc/qa Admin Ii

**Description & Requirements**
Maximus is currently seeking a Bilingual Quality Analyst (Remote), to support the Federal Emergency Management Agency (FEMA).

**This is a temporary position.**

In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility. This position will require you to have availability to work an eight (8) hour shift, (5) days per week anytime between the hours of 6:30AM-11PM EST (including weekends).

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.

**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.
**Minimum Requirements**:

- High School diploma or equivalent
- 1-3 years of QA/QC experience
- May have training or education in area of specialization.

**Additional Client Requirements**: This position supports a federal contract requiring that all persons have U.S. citizenship.

**Home Office Requirements**:

- Hardwired internet (ethernet) connection.
- Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher
- Private work area and adequate power source.
- Video calls may be requested on occasion.
- Proper background and attire are required.
- All equipment will be provided by Maximus (laptop, monitor, keyboard, mouse and headset).

Minimum Requirements

Minimum Requirements:

- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

EEO Statement

Pay Transparency
- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.