Quality Analyst - Remote

Essential Duties and Responsibilities :

• Conduct internal audits for the quality assurance program to ensure that quality metric requirements of the project are being met.
• Collaborate in developing new procedures and update existing procedures when changes occur.
• Analyze reports on operational performance and provide solutions to identified issues.
• Analyze and develop routine and ad hoc reports on project performance, and research and suggest solutions to identified issues.
• Conduct monitoring activities and audits for quality assurance purposes and to support the effective functioning of the project.
• Analyze quality program data to identify trends and to develop and implement corrective action plans as appropriate.
• Assist with monitoring performance and meeting contractual requirements using system applications.
• Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
• Assist with staff training for the purpose of achieving and maintaining quality program goals.
• Analyze effectiveness of key initiatives and quality improvement efforts.
• Perform other duties as assigned by management.
• Participate in calibration sessions to ensure consistency and alignment in quality evaluations across the team.
• Utilize AI tools and technologies to support quality assurance activities, data analysis, and reporting.
• Assist the center with taking calls as needed to support operations and maintain service levels.

Minimum Requirements

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Monitor agent interactions to ensure adherence to quality standards and provide timely, constructive feedback.
• Meet daily, weekly, and monthly monitoring goals by completing required evaluations, delivering timely feedback, and documenting results to support overall quality targets.
• Maintain strong organizational skills to effectively track monitors across different lines of business
• Collaborate in the development and revision of procedures in response to operational changes.
• Analyze operational and quality data to identify trends, gaps, and opportunities for improvement.
• Make recommendations based on data analysis to enhance performance and service delivery.
• Participate in and contribute to calibration sessions to ensure consistency in quality evaluations.
• Assist in training initiatives aimed at improving agent performance and overall quality scores.
• Support the creation and maintenance of staff resource materials, including guides, workflows, and reference documents.
• Utilize AI tools and technologies to enhance quality assurance processes, reporting, and decision-making.
• Take calls as needed to support center operations and maintain service levels.
• Participate in pilots and provide feedback from a quality assurance perspective to help inform improvements to quality metrics.
• Perform other duties as assigned by management.

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

50,000.00

Maximum Salary

61,000.00