Description & Requirements Maximus is looking for a Quality Control / Quality Assurance Admin III to support our DMCS program under our FSA portfolio.

This is a Limited Service position. This position is temporary and is expected to last approximately 6 months.

The Quality Control / Quality Assurance Admin III will provide quality control reviews for functions supporting the Debt Management Collection Services (DMCS) program.

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.

• Monitor and evaluate correspondence and phone activities. Complete scorecards to assess each item for accuracy, account actions, completeness, correct spelling and grammar, and adherence to contract requirements and provide a constructive assessment.

­- Maintain and update databases, score cards, reports, and documents with high degree of accuracy.

­- Provide and receive constructive feedback on correspondence quality and department tasks.

­- Maintain up-to-date knowledge of federal regulations, policies, and procedures as they apply to student financial aid.

­- Utilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.

­- Identify trends in the information provided by agents to identify areas of improvement and areas that might require additional training.

­- Identify accounts requiring escalation, escalating immediately if warranted.

­- Perform administrative functions that support the processing of appeals.

­- Demonstrate and maintain appropriate judgment with confidential information.

­- May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require.

• Accurate data entry skills.

­- Proficient in the use of Microsoft Office products.

­- Ability to write using proper grammar, punctuation, sentence structure and pass a written test.

­- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.

Citizen

• May be required to work scheduled holidays, overtime, and Saturdays.

• Accurate data entry skills.

­- Proficient in the use of Microsoft Office products.

­- Ability to write using proper grammar, punctuation, sentence structure and pass a written test.

­- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.

Home Office Requirements:

• Private and Secure workspace from home

• i.e. housemate also WFH, kids playing video games or streaming shows, etc.)

• High School diploma or equivalent with 2-4 years of experience.

• May have training or education in area of specialization.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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. 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 applicantaccom@maximus.