MAXIMUS

Quality Manager

US-KY-Frankfort
2 weeks ago
Requisition ID
2017-26260
# of Openings
1
Job Function
Quality Assurance
Job Schedule
Regular Full-Time

Project/Position Introduction

*Employment is contingent upon contract award.

Overview

The Quality Manager will develop, implement and monitor the quality standards for the KY Medicaid Assistance Contact Center.   The Manager will oversee the implementation of quality control error prevention activities and address negative performance trends within the various business functions.  The Manager is expected to understand business problems and opportunities in the context of requirements and recommend solutions that enable the organization to achieve its goals.

Responsibilities

  • Assess and evaluate staff performance based on established goals and standards
  • Identify and develop areas of opportunity for direct reports
  • Collaborate with training to create contact and contact resolution scripts for all channels (phone, email, text SMS, web chat)
  • Design and report on Customer Satisfaction Surveys
  • Strategically partner with multiple departments to identify and implement changes that will drive positive quality performance
  • Develop reports and presentations related to quality initiatives
  • Perform other duties as assigned by management

The Ideal Candidate will Possess the Following Additional Education and Experience

  • High School Diploma (or GED equivalent) is required; Bachelor's degree from an accredited college or university in Business Administration or a related field is preferred
  • Minimum of 5 years related experience
  • Demonstrated experience identifying and implementing sustainable "best practice" solutions and procedures
  • Demonstrated knowledge of and work with staff management and professional development
  • Experience with MS Office Suite
  • Alternative or combined skills in understanding, selecting, developing and motivating others
  • Ability to work well with change, ambiguous requirements that must be implemented in a clear and concise manner for line staff, while also meeting the policy of clients
  • Excellent organizational, interpersonal, written and verbal communication skills
  • Excellent leadership skills and experience in dealing with multiple departments
  • Knowledge and work experience with quality monitoring related to State and Federal health and human service programs preferred (i.e., KCHIP, and Medicaid)

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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