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Call Center Quality Monitor

Location
West Jacksonville, FL

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MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS's founding mission of Helping Government Serve the Peopleu00ae since 1975, **MEMBERS ONLY**SIGN UP NOW***. is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.A Call Center Quality Monitor is expected to monitor and evaluate monitored calls to ensure assistance is provided in a professional and courteous manner, and meets the requirements of the contract. A Call Quality Monitor completes scorecards and provides feedback on monitored calls. A Call Center Quality Monitor is familiar with all resources available to successfully complete the work as described below.Responsibilities Evaluate each monitored call according to the guidance provided and provide a constructive assessmentMonitor and evaluate calls and complete scorecards to assess each call monitored for accuracy, completeness, professionalism and adherence to contract requirementsIdentify calls requiring escalation, escalating immediately if warrantedIdentify trends in the information provided by agents to identify areas of improvement and areas that might require additional trainingOrganize, lead or participate in call calibration meetings including the selection of calls to be evaluated and discussedMaintain score cards, reports and documents with high degree of accuracyUtilize the feedback tool to give and receive constructive feedback on call quality and department tasksMaintain up-to-date knowledge of federal regulations, policies and procedures as they apply to student financial aidMaintain appropriate documentation of phone inquiriesUtilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties The Ideal Candidate will Possess the Following Additional Education and Experience High School diploma or GED required, some post-secondary education preferredExperience working with DMCS or Federal Student Aid requiredAt least two (2) years of customer service, administrative or call center experience requiredAbility to speak and read English and Spanish clearly, professionally and fluentlyMust have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasksMust be able to type a minimum of 23 WPM requiredAbility to utilize standard technology such as telephone, e-mail, and web browserProven ability to work as a member of a team requiredPC skills, including MS Office applications requiredApplicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee trainingMay be required to work scheduled holidays, overtime, and SaturdaysAdditional Requirements as per contract/client:Must be current on federal student loans or must not be delinquent on federal student loansFederal security clearance (through MAXIMUS Federal DMCS contract) required 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 proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.A committed and diverse workforce is our most important resource.MAXIMUS is an Affirmative Action/Equal Opportunity Employer.MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.,employmentType:FULL_TIME,title:Call Center Quality Monitor,url:****States,postalCode:}},hiringOrganization:{@type:Organization,name:**MEMBERS ONLY**SIGN UP NOW***.,logo:****Service,Engineering,Facilities,Finance,Management,Other,Program Management],industry:Accounting, Customer Service, Engineering, Facilities, Finance, Management, Other, Program Management} {@context:****Center Quality Monitor}}]}

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