Quality Assurance Analyst

6 months ago

Ottawa, Canada Maximus Full time

Company Profile:
**About Maximus**

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.**Job Description**:
**Department Overview**

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction. The strategic focus is a channel and service expansion to ensure citizens are able to access services from a single source.

**Position Summary**

The QA Analysts monitor a team of 25+ agents who handle a variety of calls that are related to 120+ government programs. QA Analysts will measure how well agents are handling customer transactions through multiple platforms and provide one on one coaching to assist agent skill development. Using a scorecard tool, QA Analysts measure in numeric terms agents’ adherence to policies, procedures, tone, call control, and clerical accuracy, relaying results to appropriate business areas monthly. QA Analysts help to ensure that policy, procedures, and customer service are being consistently delivered to the standard set by our client.

An effective QA Analyst is consistent, interactive, and communicative, and strives to improve the departments’ quality scores through collaborative action with Employees, Supervisors and Managers.

**Your typical week at Maximus**
- Monitor, measure, and coach employee performance quality to ensure our Quality SLR of 95% is met and that customer service is consistently delivered.
- Lead Quality Assurance initiatives to promote ongoing performance improvement across the organization through regular calibration meetings with Operations Supervisors, and working groups to ensure consistent, concise interdepartmental communication by hosting regular monthly, semi
- annual, and annual calibration meetings.
- Identify opportunities for improvement and leverage continuous improvement practices to provide recommendations for employee improvement.
- Client focus: ensure strong business relationships are fostered both internally and externally
- while working on daily activities and project-related initiatives.
- Understand and comply with Maximus, legislated and client policies and work procedures accurately,
- Adhere to your work commitment and daily schedule 95% of the time so that Maximus can meet its business goals efficiently and reliably.
- Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
- Work with the Learning and Development team to address gaps in training and develop and implement new training.
- Develop strategies and procedures to improve or refine Quality Assurance processes throughout the client organizations including building content for performance improvement metrics.

**What you offer us**

**Knowledge, Skills and Abilities**
- ** **Monitor, measure and coach employee performance quality
- Lead Quality Assurance initiatives
- Understand and comply with policies/procedures set by Maximus, legislation and our clients
- Adhere to your work commitment and daily schedule
- Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment
- Working knowledge of Quality Assurance concepts, principles, standards and best practices
- Ability to engage a cross-functional team towards a desired outcome
- Professional presence with an ability to interact well with all levels of internal and external stakeholders
- Ability to work under tight deadlines
- Excellent numerical skills and understanding of data analysis/statistical methods
- Outstanding written and verbal communication skills
- Ability to organize and plan use of time and people effectively and efficiently
- Proven analysis and presentation skills including use of common tools such as Microsoft Visio, Word, Excel and PowerPoint

**Education and Experience**
- High school or GED and/or relevant work experience
- Minimum 2 years Quality Assurance experience is required
- Proficient knowledge of MS Office, Word, Excel, Outlook and ability to operate standard office equipment
- Knowledge and experience in a Contact Centre environment
- Proven experience in customer service, call control, document processing and analyt

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