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Quality Supervisor-Call Center (2020 Census-12/6)

Company: MAXIMUS
Location: Kansas City
Posted on: December 6, 2019

Job Description:

Job Description Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit Job Description Summary 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 People® since 1975, MAXIMUS Federal Services 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.The U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy. The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.The Quality Supervisor - Call Center provides direction and supervision of Quality Monitors conducting quality activities. Responsible for working with quality staff to achieve contractual requirements for quality, such as the average QA score and weekly monitoring completion rates.JOB RESPONSIBILITIES:1.Supervises assigned Quality Monitors, ensuring productivity, quality, and timely completion of work on assigned projects and departmental goals. 2.Facilitates staff meetings.3.Assigns and monitors work load and performance of Quality Monitors.4.Conducts weekly staff timekeeping reviews and approvals.5.Ensures standards for quality call monitoring are adhered to at the site level.6.Assists with or conducts training to keep team updated on changes that may occur in information or procedures.7.Conducts audits to ensure evaluation procedures are adhered to by staff.8.Scoring standard subject matter expert to address questions by staff, operations and training personnel.9.Adheres to and enforces all Maximus, CQA, and quality processes.10.Provides Quality Monitor coaching regarding accuracy and effectiveness of their quality assignments, and conducts timely coaching sessions for improved performance.11.Delivers corrective disciplinary action as appropriate, and per company policy.12.Identifies and documents any quality performance issues and escalates them to the site Quality Operations Manager, as appropriate; works with site Quality Operations Manager to perform corrective action.13.Review and complete determinations for appealed evaluations in timely matter.14.Conducts call evaluations for escalated calls and when additional resources are needed to meet the weekly evaluation completion metric.15.Actively participates in calibration sessions; ensures Quality Monitors complete timely calibration evaluations; addresses inconsistent scoring through coaching.16.Participates in special projects or tasks as assigned.EDUCATION / EQUIVALENT TRAINING:�Bachelor's Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.�.5-8 years of related experience in contact center monitoring, quality assurance, and/or customer service.�Minimum of two years contact center supervisory experience, preferably as a Quality Lead/Supervisor.�Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes.�Effective supervisory skills.�Excellent organizational, teamwork, and customer service skills.�Effective oral and written communication skills.�Proficiency with MS Office Products: Word, Excel, PowerPoint required. �Knowledge of and experience with contact recording systems (ie. TTEC, Genesys) preferred.�Ability to manage to established contractual turnaround times.�Ability to prioritize and complete tasks within established contractual service levels requirements�Must have demonstrated leadership skills and good interpersonal skills�Must be able to type at least 30 words per minute (WPM)The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.Maximus is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).In accordance with contractual requirements:Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau. Ability to pass United State Census Bureau suitability assessment.Sponsorship: MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.Residency requirement:Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program. This is the corporate approved job titling framework criteria. Please see the job summary for Project Specific position requirements.Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degreeMinimum of two (2) years of related experienceEnsure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaksComply with all company required policies, procedures and processes including but not limited to required trainingProvides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.A portion of time is normally spent performing individual tasks related to the unit or sub-unit.Generally supervises semi-skilled employees or a few individual professional contributors.Works on issues of limited scope.Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.Frequently interacts with subordinate employees and functional peer groups.Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.Receives predetermined work assignments that are subject to a moderate level of control and review.Directs subordinates to complete assignments using established guidelines, procedures and policies. #Neuvoo 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.

Keywords: MAXIMUS, Kansas City , Quality Supervisor-Call Center (2020 Census-12/6), Other , Kansas City, Kansas

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