QC/QA Admin II Bilingual (Remote and Temporary)
Maximus is currently seeking a Bilingual Quality Analyst (Remote) to support the Federal Emergency Management Agency (FEMA) in assisting survivors of natural disasters. This is a temporary position requiring availability to work an eight (8) hour shift, five days per week between the hours of 6:30am - 2:00am EST, including weekends.
About the role
The Bilingual Quality Analyst will support call center agents who assist individuals applying for FEMA assistance in designated geographic areas. The role involves assessing the quality of service provided through monitoring calls and other interactions, focusing on customer service quality, accuracy of information, and adherence to policies.
Responsibilities
- Follow procedures to assess the quality of service provided through monitoring incoming calls and other work types.
- Conduct call monitoring sessions to ensure adherence to established quality and performance standards.
- Provide feedback on call monitoring results.
- Evaluate recorded and/or transcribed interactions of a complex nature between callers and agents, providing appropriate context for ratings.
Requirements
- High School diploma or equivalent.
- 1-3 years of QA/QC experience.
- May have training or education in a specialized area.
- Must live in the contiguous United States.
- Must be able to pass a federal background check.
- US Citizenship is required.
Home Office Requirements
- Hardwired internet (ethernet) connection.
- Internet download speed of 25mbps (single) / 50mbps (shared) and 5mbps (10mbps preferred) upload or higher.
- Private work area and adequate power source.
- Video calls may be requested on occasion; proper background and attire are required.
- All equipment (laptop, monitor, keyboard, mouse, and headset) will be provided by Maximus.
Pay
For positions on this contract, the pay rate is determined by the Department of Labor’s prevailing wage rate for the employee’s location. The salary range for this role is $20.42 to $30.48 per hour.