Remote Quality Assurance Analyst

Description & Requirements

Join Maximus as a Quality Assurance Analyst where you will play a crucial role in evaluating staff performance and ensuring adherence to defined quality standards. We are looking for detail-oriented candidates with strong analytical and communication skills who are dedicated to continuous improvement.

Position is contingent upon contract award.

This is a fully remote position.

In order to work effectively, you must have:

• A hardwired internet (ethernet) connection
• Internet download speed of 25mbps and upload speed of at least 5mbps (10 preferred)
• A private work area and reliable power source

Essential Duties and Responsibilities:

• Conduct internal audits to ensure project quality metric requirements are met.
• Collaborate in developing and updating procedures in response to changes.
• Analyze operational performance reports and propose solutions to issues.
• Generate routine and ad hoc reports on project performance.
• Perform monitoring activities and audits for quality assurance.
• Identify trends from quality program data and develop corrective action plans.
• Support the monitoring of contractual requirements using relevant applications.
• Assist in creating and updating staff resource materials.
• Play a key role in staff training to meet quality program goals.
• Evaluate the effectiveness of key initiatives and quality improvement projects.
• Participate in calibration sessions to ensure consistency in quality evaluations.
• Utilize AI tools and technologies for analysis and reporting.
• Provide support by taking calls as needed to maintain service levels.
• Contribute to pilots and provide feedback for quality metric improvements.
• Perform additional tasks as assigned by management.

Minimum Requirements:

• Bachelor's degree in a relevant field and 3+ years of related experience, or equivalent education and experience.
• Monitor agent interactions for quality standards and give constructive feedback.
• Meet monitoring goals and document results to support quality targets.
• Maintain organizational skills to track monitors across various business lines.
• Analyze operational data for trends and improvement opportunities.
• Recommend enhancements based on data analysis.
• Support training initiatives focused on enhancing agent performance.
• Assist in developing resource materials including guides and workflows.
• Leverage AI tools to enhance quality assurance processes.
• Assist with call support as needed.

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:

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis, as well as internal pay alignment. 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.

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 or participating in interviews, please contact People Operations.

Minimum Salary: $50,000.00

Maximum Salary: $61,000.00