Description & Requirements
Maximus is currently looking for a Quality Assurance Analyst to join our team to support the Federal Emergency Management Agency (FEMA). FEMA's mission is to help people before, during, and after disasters. In this project, we will support FEMA by taking calls and accepting applications from individuals and businesses for disaster assistance from the designated geographical area.
This Quality Assurance Analyst position will be responsible for providing call monitoring and call performance feedback to the QA Supervisor with the goal of meeting program objectives and customer service level agreements within the FEMA project, which is the Federal Emergency Management Agency.
* This is a work at home - remote position. This role is temporary.
In this position, you will be supporting survivors of natural disaster. The FEMA team strives to be available to help those in need requiring us to have flexibility. This position will require you to have availability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-11PM EST (including weekends).
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.
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:
- High School diploma or equivalent with 1-3 years of experience
- May have training or education in area of specialization Additional Client Requirements :
- This position supports a federal contract requiring that all persons have U.S. citizenship.
Home Office Requirements:
- Hardwired internet (ethernet) connection
- Internet download speed of 25mbps single user/50mbps shared and 5mbps (10 preferred) upload or higher required (you can test this by going to )
- Private work area and adequate power source
- Video calls may be requested on occasion. Proper background and attire is required
- All equipment will be provided by Maximus (laptop and headset)
Minimum Requirements
Minimum Requirements:
- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.
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.
Pay Transparency
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.
