Call Center Quality Assurance Supervisor – Veterans Evaluation Services

Job Introduction

Maximus is currently hiring for a Quality Assurance Supervisor to join our Veterans Evaluation Services (VES) Call Center team. This is a remote opportunity. The Quality Assurance Supervisor is responsible for supervising quality control clerks and tasks related to loan intake, mail intake, payment processing, and back-office non-financial processing functions.

Job Summary

Essential Duties and Responsibilities:- Conduct Monthly “1x1” meetings with staff and evaluate employee performance and make recommendations on employee Bonus and Merit incentives.- Identify and set monthly individual/team goals.- Create and deliver corrective actions and disciplines for staff as appropriate.- Develop Quality Checklist, based upon client requirements.- Identify avenues to improve business process by analyzing quality evaluations and making recommendations to operations management.- Prepare daily and weekly updates for QA Management based upon monthly sample and staff productivity.- Participate in internal audits of policies and procedures of other departments.- Act as subject matter expert for the Quality Assurance team members.- Perform other duties as may be assigned by management.- Supervise quality control tasks related to loan intake, mail intake, payment processing and back-office non-financial processing functions.- Supervise several QC Clerks.- Review and distribute daily work.- Verify accuracy of time cards against approved schedules.Minimum Requirements:- Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree.- Minimum of three (3) 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 Resources department on resolving problems.- Identify training needs and development opportunities for subordinates.

Education and Experience Requirements

Home Office Requirements: 

• Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)

• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router 
• Private work area and adequate power source
• Must currently and permanently reside in the Continental US

MAXIMUS Introduction

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. For more information, visit https://www.maximus.com.

EEO Statement

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