Quality Assurance Specialist

Two Quality Assurance Specialists are needed for a long-term Medicaid project in DC. These are 100% onsite positions based in downtown near Farragut North metro station. The Midtown Group is teaming up with a leading technology company to support a D.C. government department that offers its residents a Medicaid program. Our collective goal is to modernize and optimize DC's Medicaid program while offering outstanding customer support. Our venture is focused on improving outcomes, enhancing provider experiences, and safeguarding program integrity. For this project, our partner will provide technology, and we will provide people and expertise, across a number of functions, including contact center operations. Quality Assurance Specialists (QA Specialists), will monitor, assess, and improve Customer Service Representatives (CSRs) and other staff who support D.C. residents who need assistance with Medicaid benefits. These positions are in-person, located in Downtown D.C. At the moment, there are no plans to move to hybrid or fully remote models. Interviews begin on Saturday, 8/9/25, and these engagements are expected to start on 9/8/25 or 9/15/25. Key job tasks QA Specialists have a number of job responsibilities, and some of the critical ones are: · Monitor, assess, measure, and make coaching recommendations on the quality of inbound and outbound contacts. · Monitor, assess, measure, and make coaching recommendations on the quality of operational processing in the claims resolution and financial departments. · Evaluate compliance with established performance standards. · Conduct audits of provider and member interactions and subsequently prepare audit reports of findings to identify both strengths and opportunities for improvement. · Maintain knowledge of requirements and process changes for both the account and client levels. · Establish, document, and maintain a tailored strategy quality plan for the performance of QA activities, which includes documentation of progress. · Provide back-up to Contact Center Supervisor and Trainer roles as needed. · Interface with team members and management to improve processes, scripts, and content. · Assist with and attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc. Performance measurement The Midtown Group measures CSR performance in a number of ways, with the key ones being: · Quality Assurance assessments: CSRs may have their calls monitored and assessed at any time during a shift. We and our partner monitor and assess our CSRs regularly. CSRs are expected to maintain or exceed a QA pass rate of 90%+. Calls are considered to have failed if a CSR misses or incorrectly performs any critical element of the job. These items are well-covered in training and reinforced during pre-shift and individual coaching sessions. Minimum requirements · Bachelor’s degree or equivalent work experience or combination of education and experience. · Typically, two to four years of QA monitoring experience in an on-site/in-person multi-channel contact center, in a similar or related field. · Proficiency with basic help desk software, computer software and Microsoft Office applications. · Good organization and time management skills. · Strong communication and coaching skills to effectively interact with team members. · Strong analytical and problem-solving skills. · Proficiency in handling multiple project and task responsibilities simultaneously and switch among them quickly to meet prioritized business needs. · Participate in various formal and informal professional development training sessions and established quality assurance training. Other important skills The ability to provide exceptional customer service is extremely important to both the Midtown Group and our client. If you have the service gene – if helping others is in your DNA – we are happy to have you join us. Our most effective and successful QA Specialists exhibit the following skills: · Conduct themselves with professionalism, empathy, patience, courtesy, and tact, at all times. · Communicate effectively, clearly, and professionally. · Carefully monitor and manage CSR performance, with particular attention to call handling, quality, call control, listening and probing, determining and addressing the caller’s needs, professionalism, empathy, and customer service. · Work closely with Contact Center Supervisors and Trainers to effectively coach CSRs and other staff to improve their performance. · Deal well with conflict, as well as complex and emotional situations. · Be flexible, and able to work independently. These characteristics are necessary to be able to efficiently and professionally support CSRs and other staff, and callers. Hours, project duration, etc. The contact center operating hours are Monday through Friday, from 8:00am to 5:00pm ET. However, schedules will be between the hours of 7:45am to 5:15pm ET, to allow for pre-shift sessions and last-minute contacts/wrap up. The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week. The base period for this contract is one year, through November 2026, with two further annual option periods. So, this contract could run for three years, until November 2028.

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