Quality Assurance Specialist - Bilingual (Remote and Temporary)

Quality Assurance Specialist - Bilingual (Remote And Temporary)

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and email written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

Must provide your own device / equipment : Computer or Laptop required, headset with microphone and monitor required

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 :

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.

Minimum Salary : $20.61

Maximum Salary : $30.48