Quality Trainer - Help Desk

Essential Duties and Responsibilities:
- Work with Team Lead and/or Manager to develop test plans.
- Write and implement manual and automated QA test plans using technical requirements or design specifications and produce automated test cases.
- Conduct detailed analysis of test results found through both manual and automated testing.
- Investigate and propose methods and standards for continuous process improvement.

Job-Specific Essential Duties and Responsibilities:

- Work with Team Leads and/or Manager to develop test plans.

- Write and implement manual and automated QA test plans using technical requirements and design specifications.

- Create and maintain automated test cases where applicable.

- Execute and document testing activities.

- Conduct detailed analysis of testing results from both manual and automated testing efforts.

- Investigate and propose methods, standards, and best practices for continuous process improvement.

Training and Quality Responsibilities:

- Develop and deliver training materials for new hires and existing staff.

- Conduct new hire, ongoing, and remedial training sessions as needed.

- Assess the effectiveness of training programs and identify opportunities for improvement.

- Administer training assessments, course examinations, and material reviews for new hires.

- Create, update, and maintain knowledge base articles (KBAs), SOPs, job aids, and training materials.

- Develop, maintain, and oversee execution of program SOPs, quality policies, and operational procedures.

- Develop and maintain quality assurance plans, scorecards, audit forms, and quality monitoring processes.

- Create and modify quality audit forms within telephony platforms and other systems as applicable.

- Conduct quality audits of calls, chats, demonstrations, and other program activities as applicable.

- Assist with audit completion and operational support activities as needed.

- Generate quality reports and metrics for monthly operational and fiscal reporting.

- Evaluate performance metrics and quality trends to support continuous improvement efforts.

- Create and distribute quality, process change, and program communications.

- Serve as the Data and Service Quality subject matter expert for quality-related inquiries and client presentations.

- Assist with the development and maintenance of quality plans for contact center operations, including service quality standards, data quality standards, quality scoring, monitoring, coaching, performance metric assessment, and continuous improvement initiatives.

- Investigate, recommend, and support methods and standards for continuous process improvement.

- Create/modify quality audit forms in the telephony platform, forms or other systems as applicable for the program to comply with QA requirements.

- Assist with completing audits or assist with calls/chats/demos as applicable

Testing & Validation Responsibilities:

- Validate changes made to business applications, telephony platforms, and supporting infrastructure.

- Collaborate with business owners, users, analysts, developers, and IT partners to validate software solutions and project deliverables.

- Participate in test planning activities, including test resource planning and execution support.

- Participate in testing approach and test strategy discussions to develop comprehensive test plans.

- Develop test plans, test scenarios, test cases, and acceptance criteria based on business and system requirements.

- Develop and refine feature-level and user story acceptance criteria in collaboration with business and technology stakeholders.

- Research business requirements, system requirements, process documentation, design documentation, configuration matrices, and acceptance criteria to create test cases, detailed test steps, and expected results.

- Analyze and resolve inconsistencies across business requirements, system requirements, design documentation, process documentation, and configuration matrices.

- Identify required test data and collaborate with IT teams and vendors to prepare test data for execution.

- Prepare test environments and provisioning requirements necessary to execute testing activities.

- Execute manual and automated testing activities and document test results.

- Experience creating, executing, and maintaining manual and automated test plans and test cases.

- Identify, document, track, and validate defects against acceptance criteria to reduce production issues and improve long-term system stability.

Collaboration & Operational Support:

- Facilitate status meetings, testing meetings, and related project discussions as needed.

- Collaborate with Agile teams, Business Analysts, System Integration teams, vendors, operational leadership, and other stakeholders.

- Partner with operational teams to understand the end-user perspective and support end-to-end testing efforts.

- Collaborate across departments to identify and implement process improvement opportunities.

- Manage workload assignments and participate in special projects as required.

- Represent quality and testing functions during operational reviews and client engagements as needed.

- Availability to support on-call responsibilities as required.

- Support evening testing events, scheduled weekend testing activities, and post-production validations as needed.

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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.

Job-Specific Minimum Requirements:

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

- 3+ years of Help Desk experience required.
- Ability to manage multiple projects and priorities simultaneously.
- 3+ years of MBOSC/CBOSC experience preferred.
- 3+ years of training development and/or training delivery experience preferred.
- Experience supporting contact center operations, quality monitoring programs, training initiatives, or service delivery environments preferred.
- Candidates must be available to work Monday through Friday between 7:00 AM and 7:45 PM EST.
- Strong verbal and written communication skills.
- Strong customer service, analytical, and problem-solving skills.
- Excellent attention to detail and organizational skills.
- Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
- Ability to work effectively both independently and within a team environment.
- Adaptable, flexible, and comfortable working in a dynamic environment with changing priorities.
- Must successfully complete the CMS client vetting process as a condition of employment.

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 applicantaccom@maximus.com.

Minimum Salary

$

56,000.00

Maximum Salary

$

75,000.00