Essential Duties and Responsibilities:

- Establish and communicate monthly QA monitoring targets.

- Manage QA team performance to ensure completion and achievement of established targets. 

- Provide required daily and monthly reports to leadership

- Perform trend analysis based on QA evaluation results to improve call center performance and efficiency. 

- Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.

- Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.

- Possess knowledge and skills to perform all direct QA /Training functions if required.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team. 

- Ensure individualized coaching is performed throughout new hire training. 

- Ensure a smooth transition of agents to the call center after training.

- Review training surveys and integrate feedback to improve the training program.

- Meet with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.

- Oversee training programs for outreach team, supervisors, leads, and other levels of levels of project staff.

- Ensure all training material updates and improvements are made in a timely manner.

- Develop and improve knowledge testing methods and technologies.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

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.

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.

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.