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Maximus · 4 days ago

Quality Assurance and Training Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $112K/yr

5+ years exp

Maximus is currently hiring a Quality Assurance and Training Manager to support their Kansas Eligibility Operations team. This role involves overseeing quality assurance programs, managing training teams, and ensuring compliance with standards while designing and implementing training strategies.

Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology

Responsibilities

Design, develop and implement training curriculum and supporting materials

Develop training schedules based on the evaluation of the need for new staff

Develop and deliver training through input and communication with the client and leadership

Ensure that Client Service Reps are provided with updated knowledge required for the project, which includes management of changes to scope and direction

Communicate operating policies and procedures and ensure compliance with contractual agreement

Arrange staff training on a regular and ongoing basis regarding telephone protocols and project information obtained through quality assurance monitoring

Manage quality operations including planning, implementing, monitoring, and reporting functions

Manage internal and external customer expectations related to quality management, and effectively communicate corporate quality standards across the project

Support and improve the Quality Program and provide the leadership and direction to enhance accepted standards of quality practices, continuous improvement, and ethical considerations

Aggregate and analyze quality data and identify opportunities for improvement in product and service quality, and the design and implementation of key business and quality processes

Maintain responsibility for developing, implementing, and writing procedures, work instructions and flow-charts for quality management activities and monitoring compliance with contractual agreements

Qualification

Lean Six SigmaQuality assurance programsTraining curriculum developmentStatistical processesCustomer satisfaction surveysQuality toolsTelephony systemsCRM platformsRemote team managementAnalytical skillsCommunication skillsLeadership skills

Required

Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience

Must be willing and able to travel up to 25% of the time as business need dictates

Lean Six Sigma experience with a minimum of Yellow Belt Certification required

Experience managing direct reports remotely required, as well as multiple training sessions virtually

Experience with designing, implementing and reporting customer satisfaction surveys required

Experience with standardized quality tools required

Experience with call and voice monitoring platforms required

Experience with a large-scale telephony system required

Experience with Client Relationship Management (CRM) platforms required

Experience with contract compliance and quality platforms required

Experience with statistical processes required

Premium contact center billing experience required

Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)

Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router

Must currently and permanently reside in the Continental US

Preferred

Financial experience with Oracle

Medicaid program knowledge and experience

Benefits

Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

401K Retirement Savings plan and Company Matching

Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave

Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP)

Recognition Platform - Acknowledge and appreciate outstanding employee contributions

Tuition Reimbursement - Invest in your ongoing education and development

Employee Perks and Discounts - Additional benefits and discounts exclusively for employees

Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs

Professional Development Opportunities- Participate in training programs, workshops, and conferences