Performance Jobs in Springfield, MA

Essential Duties and Responsibilities: - Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures. - Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations. - Assist with the development, analysis and distribution of project reports and performance indicators. - Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements. - Conduct monitoring activities for quality assurance purposes. - Assist with monitoring performance and meeting contractual requirements. - Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur. - Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows. - Assist with staff training, as necessary. - Meet all standards established for this position as outlined in the attached performance criteria. - Perform other duties as may be assigned by corporate management. - Evaluate customer interactions to ensure quality, accuracy, and compliance with established standards. - Analyze performance data and quality metrics to identify trends, strengths, and areas for improvement. - Provide constructive feedback and support coaching initiatives to enhance employee performance. Assist with training efforts by identifying knowledge gaps and reinforcing operational procedures. - Monitor adherence to contractual requirements, policies, and quality standards. - Prepare and communicate quality findings, performance results, and recommendations to leadership. - Collaborate with Operations, Training, and Management teams to improve service delivery and customer satisfaction. - Support continuous improvement initiatives by identifying process efficiencies and best practices. - Demonstrate strong analytical, communication, and problem-solving skills in a fast-paced call center environment. - Maintain a customer-focused approach while promoting quality excellence and operational effectiveness Minimum Requirements - This position requires bilingual proficiency in languages as specified. - High School diploma or equivalent with 0-2 years of experience. - May have additional training or education in area of specialization. - Work on assignments that are routine in nature, with responsibilities easily learned on the job. - Acquire job skills and learns applicable policies and procedures to complete routine tasks. - Able to read, understand & perform assignments within prescribed guidelines. - Communicate routine information in a clear and accurate way with internal & external contacts. - Fluent in English and Spanish (must be able to speak, read and write) - Prior experience with Cover VA at Maximus Preferred Skills and Qualifications - Experience with Medicaid health insurance programs. - Experience working in an SOA Shared Services program. - Demonstrates strong analytical, communication, and quality monitoring skills. - Evaluates customer interactions to ensure compliance with quality and performance standards. - Analyzes quality data and performance metrics to identify trends and improvement opportunities. - Supports coaching, training, and employee development initiatives. - Collaborates with operational leadership to improve service quality and customer experience. - Maintains knowledge of policies, procedures, and contractual requirements while promoting operational excellence. - 1 year of call center quality assurance, quality monitoring, or performance evaluation experience Home Office Requirements -Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net) -Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router. -Must currently and permanently reside in the Continental US. 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 including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- 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. 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 applicantaccom@maximus.com. Minimum Salary $ 19.45 Maximum Salary $ 19.45 *