Quality Assurance Manager

Maximus; Topeka (IN); On-site; USD 80,000 - 105,000; Full time

Job summary

Maximus is seeking a senior-level QA leader to oversee daily QA operations in Topeka, KS. You will manage an effective QA program, supervise updates to policies and procedures, and coordinate training to ensure compliance with corporate requirements.

Your leadership will drive quality improvements across processes, customer service, and operations. Ideal candidates bring a Bachelor's degree and 5+ years of experience, with strong background in QA tools, CRM, and telephony platforms.

Qualifications

• Bachelor's degree in relevant field of study and 5+ years of professional experience required or equivalent combination.
• Experience managing direct reports remotely and training sessions virtually.
• Experience with customer satisfaction surveys design, implementation, and reporting.
• Experience with standardized quality tools and statistical processes.
• Experience with call and voice monitoring platforms and large-scale telephony systems.
• Experience with Client Relationship Management (CRM) platforms and contract compliance and quality platforms.

Responsibilities

• Oversee day-to-day functions of the QA department and quality assurance program.
• Supervise policy and procedure development and updates.
• Coordinate staff training and ensure corporate training requirements are met.
• Provide project leadership with updates on quality, operations, training, and policy issues.
• Lead quality improvement initiatives related to process improvement and customer service.

Skills

Quality Assurance

Leadership

Training facilitation

Customer satisfaction surveys

Statistical processes

CRM platforms

Call monitoring

Telephony systems

Contract compliance

Education

Bachelor's degree

Tools

Quality tools

CRM platforms

VoIP/telephony systems

Job description

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 RequirementsBachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.Experience managing direct reports remotely, as well as multiple training sessions virtually.Experience with designing, implementing and reporting customer satisfaction surveys.Experience with standardized quality tools.Experience with call and voice monitoring platforms.Experience with a large-scale telephony system.Experience with Client Relationship Management (CRM) platforms.Experience with contract compliance and quality platforms.Experience with statistical processes.Must be willing and able to work onsite in Topeka, KS.Must be willing and able to accept an offer that is contingent upon award.Preferred Skills and QualificationsLean Six Sigma experience with a minimum of Yellow Belt Certification.Medicaid program knowledge and experience highly preferred.#LI-OnsiteEEO 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] Salary$80,000.00Maximum Salary$105,000.00