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iCenter Training & Quality Specialist

Company: MAXIMUS, Inc.
Location: Pharr
Posted on: May 3, 2021

Job Description:

Job Summary

Essential Duties and Responsibilities:- Perform quality monitoring activities as designated in the quality assurance plan, identify gaps in the current knowledge/training of staff.- Monitor assigned functions, completes monitoring reports, and provides feedback to staff and/or management as appropriate.- Randomly monitors staff related to call monitoring, community outreach, data entry, and overall customer service functions.- Calibrate internal and external call monitoring sessions and results between the Supervisors, QC, QA and the State.- Provide the Sr. Manager - Operations and Supervisor - Operations with updates on all issues regarding quality assurance and reports all employee related issues heard during monitoring sessions.- Ensure activities and processes are in compliance with both company QA standards and applicable contractual standards. Interprets quality standards and provides support to facets of project to further quality assurance goals. Trains staff for the purpose of achieving or maintaining quality assurance goals.- Maintain the internal database to ensure the integrity of the data input is correct and accurate.- Provide reporting documentation that supports the need of the QA/Training department to maintain adequate records of all calls recorded.- Assist with leading or facilitating training sessions as deemed necessary by the QA/Training Supervisor.-Research, plan, organize, and conduct training programs, seminars.Minimum Requirements:- High School diploma or equivalent with 0-2 years of experience.- May have additional training or education in area of specialization.- Work on assignments that are routine in nature, with responsibilities easily learned on the job.- Acquire job skills and learns applicable policies and procedures to complete routine tasks.- Able to read, understand & perform assignments within prescribed guidelines.- Communicate routine information in a clear and accurate way with internal & external contacts.

Education and Experience Requirements

Ultimately the positions will reside in site office.

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

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, Inc., Pharr , iCenter Training & Quality Specialist, Other , Pharr, Texas

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