MAXIMUS

Quality Assurance Manager

US-WY-Cheyenne
2 months ago
Requisition ID
2017-24388
# of Openings
1
Job Function
Quality
Job Schedule
Regular Full-Time

Project/Position Introduction

Leads all Quality Assurance Functions for the MAXIMUS Wyoming Medicaid Customer Service Center.

Overview

The QA Manager in the QA capacity oversees the design of call monitoring formats and quality standards; performs call monitoring and providers trend data to the management team; uses data to compile and track performance at the team and individual level and provides feedback; monitors customer relations; and prepares and analyzes internal and external quality reports for management staff and Agency review.

Responsibilities

  • Active participation in the MAXIMUS Wyoming CSC testing processes. Supervises the development and preparation of test scenarios and test cases based on MMS Best Practices and Testing Methodologies. Overall accountability for defect tracking data integrity.
  • Collaborates with the IS and Operational Management Teams (UAT) regarding the development of test scenarios and containment of defects. Participates and manages the execution of test cases and results to identify potential defects and report the test metrics to team management
  • Follow-up with Test Team and external departments to ensure that defects found and corrected were retested comprehensively. Manage the test script library to ensure that scripts and test cases are being maintained.
  • Provide on-going assessment of the testing process and results to improve CSC effectiveness.

 

The Ideal Candidate will Possess the Following Additional Education and Experience

Bachelors Degree from an accredited university or equivalent.

  • At least two (2) years of CSC experience. At least three (3) years Manager experience
  • Demonstrated understanding and appreciation of CSC concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career path development, staff development, diverse learning styles, and the unique demands of frontline staff. Must have strong knowledge of customer care processes and techniques.
  • Superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way. Demonstrated experience in communicating effectively with all levels of management and representatives. Must have excellent oral, written, and interpersonal communication skills and strong listening and analytic skills.
  • Must be proven to be task, team, and dead-line oriented; and a team player.

 

EEO Statement

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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