QA Manager, Contact Center Excellence

Maximus Federal; Frankfort (KY); Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Health insurance

401K retirement plan

Unlimited time off

Tuition reimbursement

Wellness program

Employee discounts

Résumé du poste

Maximus is seeking a Quality Manager to oversee the QA programs for our Kentucky Health Benefits Exchange Team. The role leads quality standards, reporting, and calibration, driving improvements that elevate customer experiences.

Hybrid work is required, with onsite duties in Frankfort, KY as needed. The ideal candidate has 5+ years in QA leadership, coaching, and strong collaboration with operations to implement service-enhancing initiatives.

Qualifications

• 5+ years of QA leadership in a contact center or customer service setting.
• Proven ability to coach teams and drive process improvements.
• Experience with quality reporting, calibration, and customer satisfaction metrics.

Responsabilités

• Oversee day-to-day QA operations for the contact center.
• Develop and implement quality standards, training, and calibration processes.
• Generate monthly/quarterly quality reports for leadership.
• Lead continuous improvement initiatives to enhance customer satisfaction.

Connaissances

Quality assurance leadership

Analytical thinking

Strong communication skills

Experience with contact center QA

Formation

Bachelor's degree in a relevant field

Outils

Quality monitoring tools

Description du poste

Maximus is seeking a Quality Manager to oversee the QA programs for our Kentucky Health Benefits Exchange Team. The role leads quality standards, reporting, and calibration, driving improvements that elevate customer experiences.

Hybrid work is required, with onsite duties in Frankfort, KY as needed. The ideal candidate has 5+ years in QA leadership, coaching, and strong collaboration with operations to implement service-enhancing initiatives.