Quality Specialist - Nashville, TN

Quality Specialist - Nashville, TN

Works on assignments that are moderately difficult, requiring judgement in resolving issues. Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards. Provide feedback on call monitoring results. Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings.

Minimum Requirements: High School diploma or equivalent with 2-4 years of experience. Associate degree preferred. May have training or education in area of specialization. Call center knowledge and experience preferred. Because the center operates 24/7, the Quality Specialist must be able to support quality monitoring across multiple shiftsincluding evenings, weekends, and holidays.

Pay Transparency For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Minimum Salary $ 23.05 Maximum Salary $ 25.58