Bilingual QA Coordinator - Remote

Maximus

4d•Remote

About The Position

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.

Requirements

This position requires 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.
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.
Fluent in English and Spanish (must be able to speak, read and write)
Prior experience with Cover VA at Maximus

Nice To Haves

Experience with Medicaid health insurance programs.
Experience working in an SOA Shared Services program.
Demonstrates strong analytical, communication, and quality monitoring skills.
Evaluates customer interactions to ensure compliance with quality and performance standards.
Analyzes quality data and performance metrics to identify trends and improvement opportunities.
Supports coaching, training, and employee development initiatives.
Collaborates with operational leadership to improve service quality and customer experience.
Maintains knowledge of policies, procedures, and contractual requirements while promoting operational excellence.
1 year of call center quality assurance, quality monitoring, or performance evaluation experience

Responsibilities

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. Assist with training efforts by identifying knowledge gaps and reinforcing operational procedures.
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