Quality Monitor in Lawrence, KS at Maximus

Date Posted: 5/8/2021

Job Snapshot

Job Description

Maximus is currently looking for Quality Monitor(s) at the Lawrence, KS location. The position is responsible for monitoring and evaluating CSR calls, submitting calls to leadership for review, and identify trends and then communicating those trends to leadership.
 Job Summary

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

Education and Experience Requirements

Evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives  using the QA evaluation solution, and provide appropriate context for ratings
- Provide accurate scoring in accordance with approved criteria, quality standards, and standard operating procedures (SOPs)
- Effectively communicate clear, concise and balanced feedback via quality monitoring notes, providing agents a path to appropriate reference materials for additional guidance
- Notify Quality and Contact Center leadership of any egregious behavioral or performance issues identified during call monitoring
- Communicate trends identified during call monitoring that could affect Customer Service Representative performance, training, or the taxpayers
- Review calls for Strategic Call Listening projects and capture data from the calls                                                                                                                 
- Review and analyze QA reports to determine results and provide feedback regarding current trends.                                               -                                                                                                                                   -Maintain awareness of information updates through timely completion of scheduled training (e.g. Refresher Training), and  review all updated materials that cover new initiatives or changes to current Customer Service Representative processes
- Meet and exceed the daily requirement of evaluations. Act as a team player in order for the team to meet QA monitoring workload
- Complete annual and required training prior to established deadlines
- Participate in weekly calibration sessions and maintain an acceptable monthly alignment score
- Support training delivery team by assisting in the presentation of Quality modules during new hire training, where applicable
- Make random test calls on a monthly basis and report findings on the EIP Tracker
- Maintain compliance to all Standard Operating Procedures, Quality Definitions Handbook Documentation Guidelines and Quality Assurance Plan.
- Comply with all customer/data privacy and security requirements
- Regular and predictable attendance is required

Education and Experience Requirements 

High School diploma or equivalent required 
- Minimum one (1) year of call center customer service experience
- Minimum six (6) months of previous leadership or supervisory experience preferred
- Bachelor’s degree or appropriate combination of education and experience preferred
- Previous experience with quality monitoring in an inbound, medical and/or confidential information setting preferred
- Demonstrated customer service, leadership, and team interaction skills preferred
- Proven track record of working independently in a self-directed role where work is self-initiated required
- Regular and predictable attendance is required                                                 

- All IRS Help Desk staff must receive a security clearance from the government to continue to work on the program.                                                                        

- Be in good standing with Internal Revenue Service (IRS)       

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.