Description & Requirements
The Quality Control / Quality Assurance Admin III will provide quality control reviews for functions supporting the Debt Management Collection Services (DMCS) program.
Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- 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.
Responsibilities: Monitor and evaluate correspondence activities and 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. Maintain current understanding of the processing procedures. Maintain appropriate documentation of correspondence inquiries. 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 . Organize, lead, or participate in correspondence calibration meetings including the selection of topics to be evaluated and discussed. May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require.
Minimum Requirements
Minimum Requirements:
- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- May have training or education in area of specialization.
• High school diploma or GED required.
• College courses or degree from an accredited college or university preferred.
• Minimum 3 years of related experience required.
• Experience working with DMCS or Federal Student Aid highly preferred.
• Accurate data entry skills.
• Proficient in the use of Microsoft Office products.
• Excellent organizational, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently.
• 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
Additional Requirements as per Contract/Client: Must be current and not delinquent on any Federal student loans. Federal security clearance (through MAXIMUS Federal) required. Must be a US Citizen Must reside in the U.S Final suitability determination is the sole discretion of the Department of Education. Must be able to pass a criminal background check.
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.
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.
