344 Remote Product Testing jobs in the United States

We are seeking a detail-oriented Remote Quality Assurance Analyst to ensure high-quality service and operational excellence across our hotel systems and processes. This role focuses on monitoring guest interactions, internal processes, and software systems to guarantee consistent service standards and compliance with company policies.

Key Responsibilities:
•Monitor and evaluate customer service interactions (calls, emails, chats) to ensure quality and compliance.
•Analyze operational workflows and identify areas for improvement.
•Work with IT and operations teams to test and validate hotel systems and software (e.g., PMS, CRM).
•Prepare QA reports and provide actionable feedback to teams.
•Ensure adherence to brand standards, policies, and procedures.
•Collaborate with management to develop quality metrics and improvement strategies.

Qualifications:
•Experience in quality assurance, hospitality operations, or customer service evaluation.
•Strong analytical and problem-solving skills.
•Familiarity with hotel property management systems (PMS) or similar software.
•Excellent communication skills for reporting findings and collaborating with teams.
•Ability to work independently in a remote environment.

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award). This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas. Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling. The program ensures consistent access to care across dispersed populations and contributes to broader public service goals.

The Quality Assurance Supervisor is responsible for supporting and overseeing a team of QA Analysts to ensure adherence to production standards and that all project service level requirements and goals are met. The QA Supervisor acts as a primary source of reference and assists with escalated issues or cases as needed in a fast-paced, high-volume environment. This is a remote position.

Per contact requirements, this position is open only to U.S. citizens.

***Please note that this position is contingent upon bid award***

Essential Duties and Responsibilities:

- Assist management with department/project objectives.

- Provide ongoing supervision to assigned staff.

- Responsible for reporting issues, problems, and concerns to management.

- Complete daily, weekly, and monthly reports.

- Participate in the training of new staff.

- Assist the Manager in preparing presentation schedules and staff development plans.

- Monitor workload and coordinates schedules.

- Responsible for coaching team, setting expectations, conducting performance appraisals, and providing career development, corrective action and recognition for assigned staff.

- Monitor and evaluate performance.

- Educate specialists on department objective and performance metrics.

- Conduct quality reviews of the work of specialists to ensure accuracy and provides coaching when required and recognizes specialists with superior performance.

- Evaluate the need for training to ensure specialists maintain current knowledge of multiple programs.

- Provide the Manager with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.

- Responsible for adhering to established safety standards.
- Perform other duties as assigned by management.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- At least three (3) years of quality assurance in healthcare, medical documentation, government contracting, or a similar environment.

- Minimum of one (1) year of people management experience, preferably overseeing QA or QC staff.

- Excellent attention to detail and analytical skills.

- Excellent organizational, interpersonal, written, ability to and verbal communication skills.

- Prior experience in a call center environment preferred.

- Per contact requirements, this position is open only to U.S. citizens.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

50,000.00

Maximum Salary

$

89,000.00

We are currently seeking qualified and motivated professionals interested in joining our team in support of an upcoming federal contract (pending award). This position will play a key role in delivering high-quality services to our government client and will be contingent upon contract award.

As part of this project, you will support a federally funded initiative that provides essential medical readiness services-such as exams, screenings, dental care and preventive care-to individuals in remote or underserved areas. Services are delivered through a network of providers and mobile teams, with remote coordination and scheduling. The program ensures consistent access to care across dispersed populations and contributes to broader public service goals.

The Quality Assurance Supervisor is responsible for supporting and overseeing a team of QA Analysts to ensure adherence to production standards and that all project service level requirements and goals are met. The QA Supervisor acts as a primary source of reference and assists with escalated issues or cases as needed in a fast-paced, high-volume environment. This is a remote position.

Per contact requirements, this position is open only to U.S. citizens.

***Please note that this position is contingent upon bid award***

Essential Duties and Responsibilities:

- Assist management with department/project objectives.

- Provide ongoing supervision to assigned staff.

- Responsible for reporting issues, problems, and concerns to management.

- Complete daily, weekly, and monthly reports.

- Participate in the training of new staff.

- Assist the Manager in preparing presentation schedules and staff development plans.

- Monitor workload and coordinates schedules.

- Responsible for coaching team, setting expectations, conducting performance appraisals, and providing career development, corrective action and recognition for assigned staff.

- Monitor and evaluate performance.

- Educate specialists on department objective and performance metrics.

- Conduct quality reviews of the work of specialists to ensure accuracy and provides coaching when required and recognizes specialists with superior performance.

- Evaluate the need for training to ensure specialists maintain current knowledge of multiple programs.

- Provide the Manager with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.

- Responsible for adhering to established safety standards.
- Perform other duties as assigned by management.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- At least three (3) years of quality assurance in healthcare, medical documentation, government contracting, or a similar environment.

- Minimum of one (1) year of people management experience, preferably overseeing QA or QC staff.

- Excellent attention to detail and analytical skills.

- Excellent organizational, interpersonal, written, ability to and verbal communication skills.

- Prior experience in a call center environment preferred.

- Per contact requirements, this position is open only to U.S. citizens.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

50,000.00

Maximum Salary

$

89,000.00

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48

Maximus is looking to fill a Bilingual Quality Assurance Specialist position. The Bilingual Quality Assurance Analyst will serve as a representative of the CDC-INFO contact centers' Quality organization and will apply scoring guidelines provided in quality manuals and other monitoring documents to conduct Quality monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO's established requirements and internal customer service performance standards.

***Position is a temporary and remote position ***

***Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

Essential Duties and Responsibilities:

- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

- 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.

Education and Requirements:

- Conducts call monitoring sessions to ensure that agents are performing in accordance with established quality and performance standards

- Works with Customer Service Supervisors in assisting them in monitoring their team

- Follows procedures and directions to assess the quality of service provided by agents through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures

- Provides feedback on call monitoring results to agents and other operational areas within the contact centers and to the client

- Participates in calibration sessions with the client and complies with calibration results

- Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding quality metrics for review by staff

- Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures

- Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)

Education:

- Requires a High School Diploma or GED

- Associate's Degree preferred

- At least 3 years of related experience in call center monitoring, quality assurance, and/or customer service

- Knowledge of quality assurance and continuous improvement concepts, procedures, and processes

- Ability to meet call monitoring deadlines and perform with skill and accuracy

- Organizational, teamwork, and customer service skills. Must be able to prioritize and organize work and work successfully in a multi-task environment

- Excellent interpersonal skills

- Effective oral and written communication skills; strong typing ability required

- Fluency in Spanish necessary • Fully Remote Position • Bring your own device required

** You will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. ***

Must provide your own device/equipment: Computer or Laptop required, head set with microphone and monitor required

- Windows or Mac (Tablets, iPads, and Chromebooks are not permitted.)

OS for Windows - Windows 10 or Windows 11

OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)

Home Office Requirements:

-Hardwired internet (ethernet) connection.

-Internet download speed of 25mbps single upload or higher required (you can test this by going to

-Private work area and adequate power source.

-Video calls may be requested on occasion. Proper background and attire is required.

Minimum Requirements

- High School diploma or equivalent with 1-3 years of experience.

- May have training or education in area of specialization.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

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.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .

Minimum Salary

$

20.61

Maximum Salary

$

30.48