[Hiring] Bilingual QA Coordinator @Maximus

Role Description

Maximus is currently looking for a Bilingual QA Coordinator that is motivated and detail-oriented to help support quality, training, and operational activities within our program. In this role, you will assist with monitoring staff performance, reviewing work for accuracy, maintaining resource materials, and supporting training and quality assurance efforts. You will work closely with supervisors and team members to help ensure policies and procedures are followed and that performance goals are met.

Qualifications

• Bilingual proficiency in languages as specified.
• High School diploma or equivalent with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Able to read, understand & perform assignments within prescribed guidelines.
• Fluent in English and Spanish (must be able to speak, read and write).
• Prior experience with Cover VA at Maximus.

Requirements

• Responsible for evaluating staff members on the quality of work performed as measured against project standards, contractual requirements and performance measures.
• Assist with the development, design and recommend strategies or activities intended to improve performance in Call Center Operations.
• Assist with the development, analysis and distribution of project reports and performance indicators.
• Regularly assess the knowledge needs of the staff related to processes and policies regarding the client/contract operations and develop plans to meet those requirements.
• Conduct monitoring activities for quality assurance purposes.
• Assist with monitoring performance and meeting contractual requirements.
• Remain up-to-date on policies and procedures for all operations, assists in developing new procedures, and updates existing procedures when changes occur.
• Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
• Assist with staff training, as necessary.
• Meet all standards established for this position as outlined in the attached performance criteria.
• Perform other duties as may be assigned by corporate management.
• Evaluate customer interactions to ensure quality, accuracy, and compliance with established standards.
• Analyze performance data and quality metrics to identify trends, strengths, and areas for improvement.
• Provide constructive feedback and support coaching initiatives to enhance employee performance.
• Monitor adherence to contractual requirements, policies, and quality standards.
• Prepare and communicate quality findings, performance results, and recommendations to leadership.
• Collaborate with Operations, Training, and Management teams to improve service delivery and customer satisfaction.
• Support continuous improvement initiatives by identifying process efficiencies and best practices.
• Demonstrate strong analytical, communication, and problem-solving skills in a fast-paced call center environment.
• Maintain a customer-focused approach while promoting quality excellence and operational effectiveness.

Benefits

• 💰 Competitive Compensation - Annual bonuses based on performance included!
• 🛡️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• 🌟 Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• 🌱 Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• 🏆 Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• 📚 Tuition Reimbursement - Invest in your ongoing education and development.
• 🎁 Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• 🌟 Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• 📚 Professional Development Opportunities - Participate in training programs, workshops, and conferences.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).
• Connectivity to the internet via either Wi‑Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.