Quality Assurance Manager

Maximus Federal; Frankfort (KY); Híbrido; USD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual bonus

Health insurance

401K retirement plan

Unlimited time off

Tuition reimbursement

Wellness program

Employee discounts

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Quality assurance leadership

Analytical thinking

Strong communication skills

Experience with contact center QA

Formação académica

Bachelor's degree in a relevant field

Ferramentas

Quality monitoring tools

Descrição da oferta de emprego

Description & RequirementsMaximus is currently hiring a Quality Manager to support our Kentucky Health Benefits Exchange Team.The Quality Manager will oversee contact center quality assurance programs and ensure the consistent delivery of exceptional customer experiences. This role will lead the development and execution of quality standards, customer satisfaction measurement programs, quality reporting, and calibration processes.The successful candidate will have proven experience leading QA teams, providing actionable coaching and feedback, and partnering with operational leaders to implement improvement initiatives that drive service excellence and customer satisfaction.This is a hybrid-remote position that requires work to be performed onsite as required by the program in our Frankfort, KY offices.This job is contingent upon contract award.Why Maximus?- Competitive Compensation - Annual 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 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.Essential Duties and Responsibilities:- Oversee the day-to-day functions of the Quality Assurance (QA) department.- Manage an effective quality assurance program that monitors and resolves issues before they become problems.- Supervise the development and regular update of policies and procedures.- Evaluate the need for and ensure the provision of necessary training for project personnel, providing up-to-date information on relevant programs, community resources, and options for consumers.- Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements.- Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.- Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.- Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department.Minimum Requirements- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.Preferred Skills and Qualifications- Substantial experience in quality assurance within a contact center environment.- Strong understanding of contact center processes and quality monitoring tools/methodologies.- Exceptional analytical, problem-solving, and attention-to-detail skills.- Strong leadership and communication skills for guiding the QA team.- Ability to provide constructive feedback and implement improvement initiatives.- Commitment to continuous quality enhancement and customer satisfaction.Home Office Requirements- 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.EEO StatementMaximus 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.Pay TransparencyMaximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at [e-mail].