QC/QA Admin II (FEMA, Remote, Temporary)

Requirements

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.
• Must be a US Citizen per client requirements
• Must have the ability to pass a federal background check.

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 to 2:00AM ET (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.

Minimum Requirements

• High School diploma or equivalent with 1-3 years of experience.
• May have training or education in area of specialization.
• Must be a US Citizen
• Ability to pass a Federal Government Clearance
• Ability to work an eight (8) hour shift, 5 days per week anytime between the hours of 6:30AM-2:00AM EST (including weekends).

Please note: For this position Maximus will provide equipment to use. Home Office Requirements:

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity (you can test this by going to www.speedtest.net)
• Minimum 5mpbs upload speed
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home router
• Private and secure work area and adequate power source
• Must currently and permanently reside in the Continental US
• Must have a smartphone which will be required to log into Maximus systems

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. Accommodations Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [email protected] . Minimum Salary $ 17.75 Maximum Salary $ 27.71 Apply To This Job