Quality Manager- Call Center

Job Introduction

Maximus is hiring for the position of Quality Assurance Manager to support a call center program in Louisiana. This is a remote position, but residency must be in the state of Louisiana to allow for weekly or quarterly travel to our Baton Rouge facility.

 

Why Maximus?

• Tuition Reimbursement Program
• 401K plan with company matching
• Paid Time Off
• Employee Assistance Program (EAP) for your well-being
• Employee wellness programs and enticing discount programs

**This position is contingent upon award of the program**

Education and Experience Requirements

Essential Duties and Responsibilities:

• Oversee the day-to-day functions of the Quality Assurance (QA) department.
• Manage an effective quality assurance program that monitors for and resolves issues before they become problems.
• Supervise the development and regular update of policies and procedures.
• Evaluate the need for and ensures 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.

 

Program Specific Requirements:

• Associate degree
• Minimum of three (3) years' experience in managing Quality Assurance Assessment and Analysis teams within a call center environment.
• Proven ability to identify gaps in performance and collaborate effectively with training managers to devise strategies for closure.
• Experience in increasing overall performance within a call center through targeted quality assurance initiatives.
• Proficiency in utilizing Microsoft Office Suite for documentation, analysis, and reporting purposes.

 

Home Office:

• Maximus will provide all computer equipment
• Reliable high-speed internet service 
  • Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity  
  • Minimum 5 Mpbs upload speeds 
• Private and secure workspace

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MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We are proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Aff