Quality Assurance and Training Supervisor

Maximus; San Diego (CA); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Work/Life Balance Support

Comprehensive Insurance Coverage

Unlimited Time Off Package

Tuition Reimbursement

Professional Development Opportunities

Job summary

Maximus is seeking a Quality Assurance Manager in San Diego to lead performance monitoring and manage the QA training team. This role involves establishing targets, performing trend analysis, and ensuring training excellence.

The ideal candidate has a Bachelor's degree with at least 3 years of relevant experience. Competitive salaries range from $75,000 to $85,000, along with benefits like flexible work-life balance and comprehensive insurance.

Qualifications

• 3+ years of relevant professional experience or equivalent education and experience.
• Knowledge to perform direct QA/Training functions if required.

Responsibilities

• Establish and communicate QA monitoring targets.
• Manage QA team performance and report to leadership.
• Perform trend analysis to improve call center efficiency.
• Research and implement new QA processes and technologies.

Skills

QA monitoring targets

Trend analysis

Coaching

Report writing

Training material updates

Education

Bachelor's degree in relevant field

Job description

Position is contingent upon contract award.

Why Maximus?

• Work/Life Balance Support - Flexibility tailored to your needs!
• Competitive Compensation - Bonuses based on performance included!
• 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.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Unlimited Time Off Package - Enjoy UTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
• 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.

Essential Duties and Responsibilities

• Establish and communicate monthly QA monitoring targets.
• Manage QA team performance to ensure completion and achievement of established targets.
• Provide required daily and monthly reports to leadership.
• Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.
• Utilize trend analysis data to identify and elevate issues, design refresher topics, and improve new hire training.
• Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.
• Possess knowledge and skills to perform all direct QA /Training functions if required.
• Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.
• Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team.
• Ensure individualized coaching is performed throughout new hire training.
• Ensure a smooth transition of agents to the call center after training.
• Review training surveys and integrate feedback to improve the training program.
• Meet with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.
• Oversee training programs for outreach team, supervisors, leads, and other levels of project staff.
• Ensure all training material updates and improvements are made in a timely manner.
• Develop and improve knowledge testing methods and technologies.
• Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

Minimum Requirements

Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

Preferred Experience

• Prior experience working in a start-up
• Prior experience working with underserved or diverse communities
• Prior experience in QA or training
• Prior experience in creating and implementing recorded training processes

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Minimum Salary

$75,000

Maximum Salary

$85,000