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Call Center Quality Analyst

Recruitment #21-003235-0060




750 E. Pratt Street, 6th Floor, Baltimore, Maryland 21202    

Main Purpose of Job

The main purpose of this position is to support the call center Program Manager in oversight of call center operations, by monitoring, tracking and evaluating call center consumer support activities. The position is responsible for guiding and monitoring the developmental and quality assurance activities of the call center staff. This position is responsible for ensuring vendor-developed training material is accurate through routine review and approval processes. A feedback process will be established and conducted by the analyst with the Appeals, Constituent services and Escalation teams to identify and report any call center performance issues determined to be the root cause of consumer issues brought to these teams for resolution. Position is expected to utilize all systems and tools available to review cases and performance data such as, Salesforce CRM, MHC Worker Portal, Vendor Call Recording Database, and QlikSense Database. The position will work with SalesForce and Worker Portal IT teams to develop system enhancements that improve consumer service delivery.


Monitor CSR call review service levels to ensure delivery of accurate, courteous and efficient service to consumers.

Evaluate consumers’ feedback from calls and live chat surveys to identify improvement and coaching opportunities.

Monitor and evaluate trends in metrics reporting such as wait time and call handling time, to determine if corrective actions are needed by the vendor to improve performance and services to consumers.

Review call outcomes to evaluate adherence to scripts, procedure, time management, courtesy and documentation of calls.

Provide insight into customer satisfaction and agent effectiveness in resolving each customer's issue on the first call and factors which impact the ability to do so. 

Review Live Chat cases to evaluate adherence to scripts, procedure, use of canned messages and tags, time management, courtesy and documentation of chats. 

Create reporting of all quality checks and results. 

Utilize the vendor’s call recording database to randomly select calls for evaluation.


Education: Possession of a Bachelor's degree from an accredited four-year college or university.

Experience: Two years' experience in administrative or professional work.


1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.

2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester credit hours for each year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required education and experience. 


Demonstrated proficiency in Maryland Health Connection (MHC) call center customer service and eligibility determination processes.

Experience in assisting consumers in applying for and enrolling in health coverage with MHC.

Experience utilizing various CRM databases and must be proficient in the use of the MHC worker portal.  

Strong listening skills and attention to detail.

Call center background. 

Ability to work with all levels of staff and other agency points of contact.


Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.


It is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment and may be requested prior to interview. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and will remain on the certified eligible list for a period of at least one year.


The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete a supplemental question. Therefore, it is important that you provide complete and accurate information on your application. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service will be required before the time of hire. 



The online application process is STRONGLY preferred. If you are unable to apply online, you may submit a paper application and resume to:

Maryland Health Benefit Exchange Attn: Office of Human Resources or Email: 
750 E. Pratt Street, 6th Floor Baltimore, MD 21202

Resumes will NOT be accepted in lieu of completing the online or paper application. Applications must be received no later than the close of business on the closing date.

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service at, 1-800-735-2258.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. If E-Verify is unable to confirm your authorization to work, this employer is required to give you written instructions, and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before the employer can take any employment action against you.