Quality Assurance Coordinator II - 26919

Maximus • Milwaukee, WI

392d • $45,760 - $47,840

About The Position

The Quality Assurance Coordinator II position in Milwaukee, WI, is crucial for maintaining and enhancing service quality within the WI W2 program. This role focuses on ensuring compliance with regulatory standards and optimizing client satisfaction through effective program management and data analysis. The ideal candidate will leverage their expertise in Excel and prior experience with W2 programs to contribute to the program's success and continuous improvement in service delivery.

Requirements

• High School diploma or equivalent with 2-4 years of experience.
• Proficiency in Excel and prior experience with W2 programs.
• Strong skills in data analysis and program management.
• Attention to detail and great communication skills.
• Ability to prioritize tasks and stay organized.

Nice To Haves

• Additional training or education in the area of specialization.

Responsibilities

• Evaluate staff members on the quality of work performed against project standards, contractual requirements, and performance measures.
• Assess agent performance, behavior, and adherence to project business rules and policies, providing feedback for process improvement.
• Assist in developing, designing, and recommending strategies to improve performance in Call Center Operations.
• Help in the development, analysis, and distribution of project reports and performance indicators.
• Regularly assess the knowledge needs of staff related to processes and policies, developing plans to meet those requirements.
• Effectively communicate Quality Assurance findings with project staff to support quality assurance goals.
• Monitor performance to ensure compliance with contractual requirements.

Benefits

• Competitive Compensation
• Quarterly bonuses based on performance
• Comprehensive Insurance Coverage including Medical, Dental, Vision, and Prescription
• Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance
• 401K Retirement Savings plan with Company Matching
• Paid Time Off Package including PTO, Holidays, and sick leave
• Short and Long Term Disability coverage
• Holistic Wellness Support through Employee Assistance Program (EAP)
• Recognition Platform for outstanding employee contributions
• Diversity, Equity, and Inclusion Initiatives
• Tuition Reimbursement for ongoing education and development
• Employee Perks and Discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED