Quality Assurance Manager - Contact Center Leader (Hybrid)

Maximus; Frankfort (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonuses

Comprehensive health insurance

401(k) retirement plan

Unlimited time off

Wellness program

Tuition reimbursement

Job summary

Maximus is hiring a Quality Manager to support the Kentucky Health Benefits Exchange Team. The role oversees contact center QA programs and ensures exceptional customer experiences by leading quality standards, measurement, reporting, and calibration processes.

The successful candidate will have experience leading QA teams, coaching staff, and partnering with operational leaders to implement improvement initiatives that drive service excellence and customer satisfaction.

Qualifications

• Must have proven experience leading QA teams and coaching staff.
• Experience developing and executing quality standards and customer satisfaction programs.
• Ability to partner with operations to drive improvement initiatives.

Responsibilities

• Oversee the day-to-day operations of the Quality Assurance department.
• Lead development and execution of quality standards and calibration processes.
• Provide coaching and feedback to staff and report to project leadership.

Skills

Quality Assurance

Leadership

Process Improvement

Coaching

Training

Education

Bachelor's degree in relevant field

Tools

QA tools

Job description

Maximus is hiring a Quality Manager to support the Kentucky Health Benefits Exchange Team. The role oversees contact center QA programs and ensures exceptional customer experiences by leading quality standards, measurement, reporting, and calibration processes.

The successful candidate will have experience leading QA teams, coaching staff, and partnering with operational leaders to implement improvement initiatives that drive service excellence and customer satisfaction.