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.

Essential Duties and Responsibilities:

• Conduct Monthly “1x1” meetings with staff and evaluate employee performance and make recommendations on employee Bonus and Merit incentives as well as perform direct staff reviews in Workday quarterly and annually for bonus and merit.

• Identify and set monthly individual/team goals.

• Hold weekly Team Huddles with QA and Training staff to discuss process or project changes, do refresher training, discuss Call Center trends, and team building activities.

• Create and deliver corrective actions and disciplines for staff, as appropriate.

• Maintain current approved CSR Quality Checklist, based upon client requirements and current Work Instructions and be able to perform QAs on CSRs using the QA Database, when needed

• Become familiar with the reports available in the QA Database and support the Call Center Supervisors with their reporting needs for their teams.

• Identify opportunities to improve business process by analyzing quality evaluations and partnering with QA Manager and call center operations management to address error trends.

Hold weekly calibration sessions with QA team, and available Supervisors, Leads, Trainers or Managers when business volumes allow and document a summary and send to Call Center Manager and QA Manager

• Learn the New Hire Training program, including materials, modules, activities, and be able to support the Trainer as a back-up Trainer, as needed.

• Prepare daily and weekly updates for QA Management based upon monthly sample and staff productivity.

• Become and act as the subject matter expert for the Quality Assurance team members.

• Lead Reviews of current Work Instructions, job Aids and Call Scripts periodically with QA, Training, Supervisors or Leads, and send document change requests for suggested updates or changes to the Quality Manager.

• Supervise several QC Clerks and workloads.

• Verify accuracy of timesheets against actual time worked.

• Perform other duties, as assigned by management.

Minimum Requirements:

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
• Minimum of two (2) years of related experience.
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
• Comply with all company required policies, procedures and processes including but not limited to required training.
• Provide immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
• Generally supervises semi-skilled employees or a few individual professional contributors.
• Work on issues of limited scope.
• Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Monitor daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.
• Frequently interact with subordinate employees and functional peer groups.
• Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
• Receive predetermined work assignments that are subject to a moderate level of control and review.
• Direct subordinates to complete assignments using established guidelines, procedures and policies.
• Develop work schedules and assign duties to subordinates to ensure efficiency.
• Evaluate subordinates' job performance and recommend appropriate personnel action.
• Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Capital department on resolving problems.
• Identify training needs and development opportunities for subordinates.

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.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.