ICF MULTIPLE LOCATIONS
Oct 14, 2019Full time
The Quality Assurance (QA) Specialist, reporting to the Call Center Quality Assurance (QA) Manager, will monitor up to 1 percent of customer service calls either live or via recording. Specialist will listen and review for both the accuracy of the responses to caller and information keyed into the Customer Relationship Management (CRM) tool, as well as State systems. Agent performance will be measured against documented procedures. QA specialist will evaluate calls and associated documentation and provide feedback to Customer Service Representatives (CSRs) on performance measures, such as accurate identification of caller and reason for call, providing approved response, professional phone manner, call control and proper and complete documentation. QA will provide support to project teams associated with project productivity, quality and delivery of service for ICF. The Contact Center operates nine hours daily, five days a week. This position is a Full Time position. The candidate can work part time as a QA specialist and part time as a CSR to achieve FT employment. Key Responsibilities: Participate in training across five administrations and take live calls in order to become knowledgeable of the program content in preparation for QA activities Take live calls as needed Provide quality monitoring for teams in Owings Mills, MD and Martinsville, VA teams. Document necessary coaching feedback on the same day as monitoring. Ensure all data collected are in accordance with MD DHS requirements, confidentiality, and data quality policies. Evaluate CSRs’ inbound/outbound interactions with customers. Monitor 1 percent of completed interactions for all projects, or to the required service-level agreement (SLA) for each project. Evaluate case documentation within the CRM based on predetermined standard practices for documentation, as well as ability to follow Contact Center’s processes. Assist in developing and executing a quality assurance program to include agent performance standards and workflow for the Contact Center. Participate in the quality assurance calibration process to drive to a consistent quality definition across stakeholders within the business units and organizational leadership teams. Perform customer interaction monitoring on a regular basis, rating team members on a predetermined set of metrics. Contribute to coaching and developing team members within Contact Center related to CSRs’ productivity and performance; recognize individual performance achievements and areas of growth. Provide weekly written summaries of trends, kudos, and key outcomes from scoring calls. Basic Qualifications: High school diploma or equivalent required. Documented work experience in a customer service, or call center environment. Strong written and oral communication skills, both, required. Computer software programs proficiency including MS Office (Word, Excel, and PowerPoint) preferred. Proficiency and comfort with technology Proven experience in reviewing individual performance and providing constructive feedback. Strong knowledge of CRM solutions. Bilingual a plus: Able to demonstrate expert-level fluency in both English and Spanish Ability to pass a criminal, professional, and personal background check Preferred Skills/Experience: Prefer a minimum of 2 years of experience as a CSR or six months of related quality assurance experience in a call center environment The ability to demonstrate a strong understanding of good customer service principles. Experience with MD State Administrations such as the Family Investment Administration, the Child Support Enforcement Administration, Social Service Administration Professional Skills: Strong communication skills to include listening, verbal, interpersonal and written communication skills required. Attention to detail, problem-solving and decision making capabilities required. Team player with the ability to work effectively with all levels of staff in a fast-paced environment is a must. Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required. Ability to be flexible to handle multiple priorities and to work limited overtime as necessary. Strong analytical, problem solving, and decision-making skills. Ability to consistently deliver high quality customer service in a professional manner. Ability to maintain effectiveness and commitment when challenged by difficult situations. Ability to handle confidential and sensitive information. About the Maryland Department of Human Services The Maryland Department of Human Services (MD DHS) is the state’s human services provider. MD DHS helps vulnerable Marylanders buy healthy foods, pay energy bills, and obtain medical assistance. MD DHS also provides stable environments for at-risk children and adults. Technologies we Support As part of the project we support or use the following technologies: Microsoft Office Suite, Customer Relationship Management (CRM), The Child Support Enforcement System (CSES), Clients’ Automated Resource and Eligibility System (CARES), the Office of Home Energy Programs (OHEP), Medicaid Management Information Systems (MMIS),Cisco Finesse, Cisco IP Communicator, SharePoint, Calabrio ONE, and other technological systems and tools. ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity) Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email email@example.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law and Pay Transparency Statement .