Quality Assurance (QA) Analyst in McLean, VA at Maximus

Date Posted: 11/21/2020

Job Snapshot

Job Description

Job Summary

Under the Cost Reimbursement program, the Social Security Administration pays State Vocational Rehabilitation (VR) agencies compensation in the form of reimbursement when beneficiaries served by State VR agencies enter the workforce and achieve nine continuous months of earnings. State VR agencies can serve as Employment Networks (EN) in the Ticket to Work (Ticket) program or under Social Security's State VR Reimbursement Program. State VR agencies are the only programs authorized by law and automatically approved to provide service to beneficiaries under the Ticket program without becoming an EN.

Maximus VR QA Analysts work with SSA to initiate and implement quality control and quality assurance activities into processes resulting in an effective method for ensuring that VRs are properly compensated. VR QA Analysts ensure ongoing efforts to meet quality performance goals and improve the accuracy and timeliness of Cost Reimbursement (CR) payment processing, help minimize unnecessary draws on SSA funds and maintain strong relationships with VRs

Essential Duties

-Assist in developing metrics for Maximus VR Quality Control Process.
-Perform both In-Line and End line Reviews of VR claims.
-Liaison with VR staffs to identify/resolve complex VR payment-related issues.
- Develop agenda, participate in All VR Calls and produce recaps of calls.
-Apply knowledge of QMS processes and document control to meet the compliance of ISO 9001 business needs.
-Ensure activities and processes comply with ISO 9001 QMS standards, company QA standards and applicable contractual standards.
-Perform analysis and identify trends in the review of performance standards, work instructions, and policies and procedures; and recommend Opportunities for Improvement and Corrective and Preventative Action plans when necessary.
-Ensure that established performance standards, sampling and statistical process control procedures are followed.
-Create, review and update formal procedures (ISO documents).
-Train staff for the purpose of achieving and maintaining Quality Assurance goals.
-Coordinate and perform ISO based internal audits.
-Develop and maintain reports based on audit findings.
-Develop and implement corrective and preventive action plans based on audit findings.
-Develop other routine and ad-hoc reports when necessary.
-Develop updates and maintain quality manuals, and policies and procedures manuals.

-Associate Degree + 3 years of specialized experience.
-May have additional training or education in area of specialization.
- Develop solutions to a variety of problems of moderate scope & complexity.
- General application of concepts & principles.
-Contribute to the completion of organizational projects & goals.
-Frequent use and general knowledge of industry practices, techniques, and standards.
-Apply knowledge and skills to complete a wide range of tasks.
-Communicate on complex or sensitive issues or drafts such responses for supervisor or manager.
-Ability to strategically analyze disparate data sets and translate into tactical improvement, including strong computer/systems experience using databases, spreadsheets and graphics
-Strong decision-making and problem-solving skills required.
-Experience creating business process flows, process development/implementation and streamlining for improved efficiency;
-Ability perform in a fast-paced, deadline and detail-oriented work environment; must be able to successfully execute many complex tasks simultaneously
Minimum Requirements:
- Job Title Default
Job Title Default
Specialist - QA


Essential Duties and Responsibilities: 
- Works on assignments that are routine in nature, with responsibilities easily learned on the job. 
- 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 polices 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 with 0-1 years of experience.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.