Quality Assurance & Process Improvement Lead

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

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.