Job Profile:






Job Description:

Manager (Quality) at Maxicus works together with your team to identify, prioritize, and lead the implementation of strategic initiatives that enable a world-class experience for customers and employees. We are searching for the most elite person who can hold responsibilities.


Your roles and responsibilities as a Senior Manager at Maxicus 

Being a Manager at Maxicus you should be hands-on, smart, and have been in the call center environment as a manager for at least 2 years. We need someone who is flexible in our variable environment along with great time management skills, and proven experience in leading a team by example.


This is what your usual day, as a  Manager at Maxicus would look like:

  • Collect, analyze, and present appropriate program data from the perspective of improving performance and quality on all projects
  • Supervisory responsibilities will include hiring decisions, termination requests, timecard authorizations, the development and presentation of coaching documents at all levels including agent appraisals, also includes professional development and coaching of subordinates
  • Analyze daily, weekly and monthly reports to current status and discuss resource planning with the client.
  • Communicate potential performance issues and provide solutions to the client
  • Coordinate communication of policies and procedures, project objectives, and training between staff and client
  • Facilitate leadership development initiatives by effectively motivating, empowering, and providing immediate feedback to staff


What it means to be a part of the Quality Team

The Quality Team at Maxicus works together to discuss ideas or collaborating information to contribute to a project requiring both verbal and written communication skills. Team Quality supervises the quality of each and every communication which takes place between the client and the agent.

Desired Candidate Profile:

Basic Requirements:

  • Administer coaching and progressive discipline when necessary
  • Identify the development needs of agents and supervisors; coach, mentor, or otherwise help agents to improve their knowledge or skills; provide effective opportunities for agent feedback
  • Monitor call volume and make the necessary changes in staffing based on daily call volume, as well as maintain call answer rate goals and reviews abandonment rate.
  • Assist representatives with call issues.
  • Handle caller complaints when a situation has been escalated.
  • Open and close call center.
  • Set targets and measure performance for both individuals and teams.
  • Identify operational issues and suggest possible improvements.
  • Work with other supervisors and management to support representatives and maximize sales and customer satisfaction.
  • Assist in coordinating coaching times with employees and coaches to ensure sufficient staffing for phone coverage.
  • Distribute and inform call center representatives of new procedures or changes.
  • Administer employee counseling and disciplinary actions for attendance, behavior, and call quality.


We are looking for:

  • Experience in quality inspection, auditing, and testing.
  • Excellent liaison skills, both written and verbal.
  • Strong tampering and problem-solving skills.
  • Meticulous sustentation to detail.
  • Bachelor’s degree in a related field (essential).
  • A minimum of 2 years experience in deputy/assistant Evaluator management (essential).


You have an edge over others if you:

  • Are a graduate with at least 2 years of experience with team management in voice/nonvoice processes.
  • Is able to adapt to the changing business needs and customer demands.
  • An essential skill required for reporting in Excel.
  • Monitor systematically.
  • Collaborate internally and externally. 



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