Quality Assurance Coordinator II - Milwaukee, WI

Maximus Services • Milwaukee, WI

405d

About The Position

The Quality Assurance Coordinator II plays a crucial role in maintaining and enhancing service quality for the WI W2 program at Maximus Services, LLC. This position focuses on ensuring compliance with regulatory standards, optimizing client satisfaction, and contributing to continuous improvement in service delivery. The ideal candidate will leverage their expertise in data analysis and program management to support the success of the program.

Requirements

• High school diploma or GED required.
• 2-4 years of experience in a related field.
• Proficiency in Microsoft Excel and data analysis skills.
• Strong communication skills and attention to detail.
• Ability to prioritize tasks and stay organized.

Nice To Haves

• Experience with W2 programs.
• Additional training or education in a relevant area.

Responsibilities

• Evaluate staff members on the quality of work performed against project standards and performance measures.
• Provide feedback to Quality Assurance Specialists and Supervisors for process improvement.
• Assist in developing strategies to improve performance in Call Center Operations.
• Analyze and distribute project reports and performance indicators.
• Assess staff knowledge needs related to client operations and develop plans to meet those needs.
• Communicate Quality Assurance findings effectively to project staff.
• Monitor performance to ensure contractual requirements are met.
• Stay updated on policies and procedures, assisting in the development of new procedures as needed.
• Produce and update staff resource materials including guides and workflows.
• Assist with staff training and participate in training courses.
• Review daily, weekly, and monthly reporting.

Benefits

• Wellness program
• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 1-10 employees