Quality Assurance Analyst (Finance)

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Overview

Through technical expertise, information sharing, and fostering a continuous improvement culture, Business Performance leads programs focused on analytics, learning & development, quality management, and business strategy at Maximus Canada. We are able to achieve this by understanding Maximus Canada's business, developing our people, improving our processes, and ensuring we stay at the vanguard of business management. Fundamentally, we act as a mirror for the larger organization - enabling managers to make more informed decisions; and as a helping hand - supporting and engaging employees in the movement to "make things better every day."

Role Summary

QA Analysts monitor a team of 25+ agents who handle a variety of calls that are related to 120+ government programs. QA Analysts will measure how well agents are handling customer transactions through multiple platforms and provide one on one coaching to assist agent skill development. Using a scorecard tool, QA Analysts measure in numeric terms agents' adherence to policies, procedures, tone, call control, and clerical accuracy, relaying results to appropriate business areas monthly. QA Analysts help to ensure that policy, procedures, and customer service are being consistently delivered to the standard set by our client in The Ministry of Citizen Services, Service BC, The Ministry of Health and Pharmacare Operations.

An effective QA Analyst is consistent, interactive, and communicative, and strives to improve the departments' quality scores through collaborative action with employees, supervisors and managers and clients.

Key Responsibilities

• Monitor, measure, and coach employee performance quality to ensure our Quality SLR of 95% is met and that customer service is consistently delivered.
• Lead Quality Assurance initiatives to promote ongoing performance improvement across the organization through regular calibration meetings with Operations Supervisors, Client Partners and working groups to ensure consistent, concise interdepartmental communication by hosting regular monthly, semi- annual, and annual calibration meeting with client partners such as Citizen Services, Ministry of Health, Ministry of Finance, etc.

• Identify opportunities for improvement and leverage continuous improvement practices to provide recommendations for employee improvement.

• Client focus: ensure strong business relationships are fostered both internally and externally while working on daily activities and project-related initiatives.

• Understand and comply with Maximus, legislated and client policies and work procedures accurately,

• Adhere to your work commitment and daily schedule 95% of the time so that Maximus can meet its business goals efficiently and reliably.

• Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

• Lead training groups when requested for new and existing agents, clerks, and supervisors. Work with the Learning & Development team to address gaps in training and develop and implement new training, such as assisting in training of the QA program and training of program areas within Service BC.

• Develop strategies and procedures to improve or refine Quality Assurance processes throughout the client organizations including building content for performance improvement metrics.

Education and Experience

• High school or GED and/or relevant life work experience
• Proficient knowledge of MS Office, Word, Excel, Outlook, ability to operate standard office equipment; required
• Expert knowledge and experience in Service BC and/or HIBC Call Centre and/or MSP Document Processing; required
• Advanced written and verbal communication skills with a high degree of accuracy
• Quality assurance, training, and/or team lead experience considered an asset
• Proven experience in customer service, call control, document processing, and analytics
• Coaching for employee engagement and motivation
• Influencing and achieving objectives through various stakeholders across the organization
• GE/HD training will be considered an asset.

Knowledge, Skills and Abilities

Systems Use (B=basic A=advanced, E=expert)

MS Word: B Outlook: A Excel: A PowerPoint: A Knowledge Base: E Replicon: B

Cisco: A Telstrat: A MaxImage: E Rapid: E Reg Desk: E PharmaNet: A MaxPath: B

• Monitor, measure and coach employee performance quality.
  • Clear competency in Service BC Call Centre interactions in a variety of queues, and/or MSP Document Processing, understanding the Quality scorecard and how to complete to ensure it accurately measures Customer Service Representative (CSR) performance and aligns with Contact Centre objectives and client service delivery requirements
  • Record progress of Quality Assurance scores and related feedback for each CSR.
  • Coach underperforming CSR's through 1:1 meeting and written communications
• Lead Quality Assurance initiatives.
  • Analyze staffing and performance trends, training needs, client needs, and productivity needs to make recommendations regarding the best methods of providing service to clients, from a Quality Assurance perspective.
  • Establish and review Quality Assurance quarterly objectives that are aligned with the Departmental objectives and strategic plan.
  • Communicate Quality Assurance objectives to employees and the Supervisory team
  • Provide analysis and reporting to supervisory team to enable coaching and performance management
  • Support leadership by providing analysis on agent performance; providing recommendations when requested regarding top performing staff
  • Positively influence operational teams to adopt new best practices, higher targets and superior customer service
  • Participate in call calibration exercises to demonstrate operational adherence to policy and procedure
• Understand and comply with policies/procedures set by Maximus, legislation, and our clients.
  • Comply to all regulations, policies, and procedures, with minimal intervention
  • Learn new policies, procedures, and computer applications within designated timelines
  • Escalate work that is beyond the level you are assigned
  • Obtain required approvals from designated personnel
  • Document notes and actions, in our systems, that are clear, objective, and useful to others
  • Utilize designated channels and systems for making recommendations, communicating, reporting, etc.
  • Report non-compliance of policies and procedures, regardless of the cause
  • Comply with foipp guidelines
• Adhere to your work commitment and daily schedule.
  • Manage personal time with minimal impact to work time
  • Track and update weekly/monthly schedule expectations, as they are relayed
  • Update your scheduler/supervisor with changes to your schedule as soon as you are aware of them, and with consideration of our planning needs and the BCGEU collective agreement.
  • Perform the work you are assigned within the designated time
  • Report your time accurately, in the appropriate system, within deadlines
• Manage your interactions with callers, clients, and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
  • Articulate concerns, ideas, and opinions in a professional manner
  • De-escalate emotionally charged situations
  • Utilize pro-social skills (sharing, taking turns, manners, negotiation, problem solving, smiling, impulse control, interrupting/listening, dealing with mistakes, making decisions, etc.)
• Utilize operational data, including staffing and performance trends.
  • Creating and maintaining quarterly trend reports for operational leadership, supervisors, and individual agents
  • Developing and facilitate training workshops for leadership and their agents
• Initiate and act on ideas, and generate solutions that benefit teams, departments, clients, and the organization.
  • Responsible for training supervisors for client facing calibration session
  • Assist with interdepartmental continuous improvement initiatives
  • Identifying gaps and recommend changes in system access and user experience
• Collaborate with clients, clients' affiliates, and maximus stakeholders to recommend changes to business policies and processes
  • Collect data, presenting, and facilitating calibration session with client partners
  • Periodically assists with sensitive ministry investigations, research information in response to formal requests to ensure that all records relating to the request are identified, located, and archived.

Core Competencies

Interpersonal Competencies

Relating Skills

• approachability
• interpersonal savvy

Managing Diverse Relationships

• boss relationships
• customer focus
• managing diversity
• peer relationships
• understanding others

Dealing With Trouble

• command skills
• conflict management

Being Open and Receptive

• composure
• humour
• listening
• patience
• personal disclosure

Demonstrating Personal Flexibility

• dealing with paradox
• personal learning
• self-development
• self-knowledge

Influence Management

• relationship building
• interdepartmental communication
• negotiation

Business Competencies

Making Complex Decisions

• decision quality
• intellectual horsepower
• learning on the fly
• problem solving

Keeping On Point

• timely decision making
• priority setting

Getting Organized

• organizing
• planning
• time management

Managing Work Processes

• process management
• managing through systems
• total work systems

Focus on the Bottom Line

• action oriented
• perseverance
• drive for results

Communicating Effectively

• presentation skills
• written communications

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.