Quality Monitor - CDC VOM (Phoenix, AZ)

Quality Monitor - CDC VOM

Maximus is currently looking for a Quality Monitor to support the CDC VOM program. The position is responsible for monitoring and evaluating CSR calls submitting calls to leadership for review and identify trends and then communicating those trends to leadership. As a federal contractor Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force s COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors. In light of these requirements all employees will eventually need to be fully vaccinated as a condition of employment and new hires employees will be required to provide proof of vaccination. 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. Taking calls and working email queue for VOMCC 70 percent of the time Assist with quality monitoring as requested by Supervisor or Manager Answering questions from Contact Center staff Manage staffing levels by logging in upon arrival and reviewing the e-mail queue to assess needs Adjusting work schedule to meet business needs when applicable Must be able to successfully multitask operating two or more systems at once HOME OFFICE REQUIREMENTS if position allowsInternet speed of 25mbps or higher required (you can test this by going to www.speedtest.net) Private work area and adequate power source All equipment will be provided by Maximus (laptop and headset) that will need to be retrieved from the Phoenix AZ location. Must be willing to travel out of state to retrieve PIV certification from the CDC office located in Atlanta GA.