JOB REQUIREMENTS: Description & Requirements Moving people forward
reflects our employees\' shared desire to do something meaningful to
help others succeed. That\'s why Maximus takes on today\'s challenges to
define a better tomorrow. We provide transformative technology services,
digitally enabled customer experiences, and clinical health services
that change lives. Essential Duties and Responsibilities: - Establish
and communicate monthly QA monitoring targets. - Manage QA team
performance to ensure completion and achievement of established
targets. - Provide required daily and monthly reports to leadership -
Perform trend analysis based on QA evaluation results to improve call
center performance and efficiency. - Utilize trend analysis data to
identify and escalate issues, design refresher topics, and improve new
hire training. - Under direction of leadership, research, develop, and
implement new features, technologies, new programs and methods to
improve QA processes. - Possess knowledge and skills to perform all
direct QA /Training functions if required. - Perform ad hoc research,
reports, analysis, and other duties as assigned by Manager. - Ensure
that all new-hire training classes and refresher classes are properly
planned, created, and delivered by the training team. - Ensure
individualized coaching is performed throughout new hire training. -
Ensure a smooth transition of agents to the call center after
training. - Review training surveys and integrate feedback to improve
the training program. - Meet with managers to review training
curriculum, technologies, and delivery to improve training quality,
trainee readiness, and staff retention. - Oversee training programs for
outreach team, supervisors, leads, and other levels of levels of project
staff. - Ensure all training material updates and improvements are made
in a timely manner. - Develop and improve knowledge testing methods and
technologies. - Perform ad hoc research, reports, analysis, and other
duties as assigned by Manager. - must be available to travel to any of
the Milwaukee office sites to perform audits and training. 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. Annual Base Pay Minimum for
this Position \$ 45,000.00 Annual Base Pay Maximum for this Position \$
57,000.00 ***** OTHER EXPERIENCE AND QUALIFICATIONS: Minimum
Requirements: - Bachelor\'s degree in relevant field of study and 3+
years of relevant professional experience required, or equivalent
combination of education and experience. ***** APPLICATION
INSTRUCTIONS: Apply Online:
https://maximus.avature.net/careers/FolderDetail/20797?mode=job&iis=MAXOutreach&iisn=MaxOutreach