MAXIMUS

  • Quality Manager Contact Center

    Job Locations US-DC-Washington
    Posted Date 3 weeks ago(1/2/2019 10:56 AM)
    Requisition ID
    2018-36662
    # of Openings
    1
    Job Function
    Quality
    Job Schedule
    Regular Full-Time
  • Overview

     

    Make your mark in history and join our mission to support the 2020 Census.

    The program will support Customer Service Representatives who use scripted responses to answer questions from the public, entering information required to process fulfillment requests for Census forms, and collecting and entering Census data into an Internet Self Response (ISR) instrument. The information will be entered into screens on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

     

    Education/Equivalent Training:

    1. Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
    2. 8-10 years of related experience in contact center monitoring, quality assurance, operations and/or customer service.
    3. Quality Management certification preferred.

    In accordance with contractual requirements:
    Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau.

     

    Responsibilities

    -Oversees the day-to-day functions of the Quality Assurance (QA) department.
    -Manages an effective quality assurance program that monitors for and resolves issues before they become problems.
    -Supervises the development and regular update of policies and procedures.
    -Evaluates 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.
    -Arranges staff training on a regular and ongoing basis, in coordination with the Director of Program Integrity, Quality Assurance, and Training and other managers, regarding enrollment practices or other areas associated with customer service and quality improvement.
    -Works closely with the MAXIMUS Center for Employee Development to ensure project training program meets all corporate requirements.
    -Works with MAXIMUS subject matter experts to ensure project obtains ISO and Purdue certifications.
    -Provides the Director of Program Integrity, Quality Assurance, and Training and Project Manager with updates on all issues regarding quality, operations, training, and policy and procedures.
    -Provides leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
    -Prepares reports and briefings for the Project Manager and reviews monthly and quarterly project status reports provided to the Department.
    -Perform other duties as assigned by management.

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
    • Develops and administers schedules, performance requirements; may have budget responsibilities.
    • Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
    • Provides guidance to subordinates within the latitude of established company policies.
    • Recommends changes to policies and establishes procedures that affect immediate organization(s).

    EEO Statement

    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’re 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 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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