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QC/QA Admin III (Limited Service)
Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- 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.
- Monitor and evaluate correspondence and phone activities. Complete scorecards to assess each item for accuracy, account actions, completeness, correct spelling and grammar, and adherence to contract requirements and provide a constructive assessment.
- Maintain and update databases, score cards, reports, and documents with high degree of accuracy.
- Provide and receive constructive feedback on correspondence quality and department tasks.
- Maintain up-to-date knowledge of federal regulations, policies, and procedures as they apply to student financial aid.
- Maintain current understanding of the processing procedures.
- Maintain appropriate documentation of correspondence inquiries.
- Utilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.
- Identify trends in the information provided by agents to identify areas of improvement and areas that might require additional training.
- Identify accounts requiring escalation, escalating immediately if warranted.
- Perform administrative functions that support the processing of appeals.
- Demonstrate and maintain appropriate judgment with confidential information.
- Organize, lead, or participate in correspondence calibration meetings including the selection of topics to be evaluated and discussed.
- May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require.
- Experience working with DMCS or Federal Student Aid highly preferred.
- Accurate data entry skills.
- Proficient in the use of Microsoft Office products.
- Excellent organizational, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member, as well as independently.
- Ability to write using proper grammar, punctuation, sentence structure and pass a written test.
- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
Additional Requirements Per Client:
- Must reside in the U.S
- Must be a U.S. Citizen
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- May be required to work scheduled holidays, overtime, and Saturdays.
- Minimum 3 years of related experience required.
- Experience working with DMCS or Federal Student Aid highly preferred.
- Accurate data entry skills.
- Proficient in the use of Microsoft Office products.
- Excellent organizational, written, and verbal communication skills.
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
- Ability to work as a team member, as well as independently.
- Ability to write using proper grammar, punctuation, sentence structure and pass a written test.
- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.
Home Office Requirements:
- Private and Secure workspace from home
- Access to Wi-Fi, LAN (wired connection/ethernet) or both at home
- Internet provider that offers enough speed for multiple users without latency or lag? (i.e. housemate also WFH, kids playing video games or streaming shows, etc.)
- Internet download speed of 25mbps single/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
Minimum Requirements
- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- May have training or education in area of specialization.
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
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
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
$
21.00
Maximum Salary
$
29.00
