• Sr. Quality Manager

    Job Locations US-DC-Washington
    Posted Date 5 months ago(8/26/2019 12:11 PM)
    Requisition ID
    # of Openings
    Job Function
    Job Schedule
    Limited Service Full-Time

    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

    Job Description Summary

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

    Provides staff oversight and direction for the Continuous Process Improvement (CSI) quality function in a contact center operation environment for a large government program. The Sr. Quality Manager will be managing quality and continuous improvement process initiatives directing staff defined by both regional areas and the Operations Command Center which consist of Quality Managers, Process Improvement Administrator, System Subject Matter Expert (SME) and Quality Analyst. This role is responsible for leadership of staff to follow process and procedures and achieve overall performance contractual service metrics.

    Essential Job Duties
    1. Responsible for managing all projects, tasks, processes and tools associated with the CSI division to include Data and Service Quality and Data Analytics function, with oversight from the CSI Director. Ensures that timely and frequent communication of activities is reported to the CSI Management team.
    2. Assists with the development, maintenance and execution of the quality plan for CSI operations, including Standard Operating Procedures, contact center quality/compliance standards, monitoring and evaluation practices, performance metric assessment and analyses, and continual improvement actions.
    3. Responsible for goal setting and leading the team to achieve client performance targets including service level agreements and monthly key performance indicators.
    4. Provide strategic management of CSI work products completions by establishing roles, directing resource task allocation, work standards, performance objectives, client reporting and enforcement through regular oversight. Ensures understanding of tasks assigned, accuracy and timeliness of meeting work product deliverables.
    5. Manages CSI staff recruiting, on/off-boarding and orientation initiatives working collaboratively with program recruitment/staffing, Human Capital, IT and Training. Ensures that team members have appropriate tools and system access to perform work.
    6. Works collaboratively with integrated product teams including Training, Operations, Technology, Reporting and Workforce Management to ensure CSI representation to execute program requirements.
    7. Represents the CSI function to the government client, as the subject matter expert serving as a point of contact for quality inquiries and client presentations.
    8. Directs overall operational effectiveness to include management tools, facilitation of team meetings, program announcements, tasks management and team development and trainings.
    9. Ensures back up of CSI managerial processes are completed as directed; provides aid to CSI Director on 1200 initiatives and planning; proactively provides input and value add as identified.
    10. Implements and directs CSI initiatives and special projects as directed by the CSI Director to the CSI team working with PMO quality managers and all staff as necessary.
    11. Analyzes performance trends, identify mitigation steps as needed and reports to CSI Director the proposed plan of proactive action steps to prevent service shortcomings in advance.
    12. Responsible for CSI governing documents, manages the updating, maintaining and SharePoint storage.
    13. Adheres to and ensures staff is following company and CSI Team Policies and Procedures to include timesheet compliance, goal review/performance and mandatory training.
    14. Coaches direct reports regularly to provide performance feedback; maintains Employee Performance Record (EPR) to document performance progress and issues. Conducts performance reviews for direct reports.
    15. Manages workload assignment and participates in special projects as required.

    Education and Experience Requirements
    1. Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
    2. 10-20 years of related experience managing multiple levels of staff, contact center monitoring processes, quality assurance/audit practices, continuous process improvement and client relations
    3. Quality Management and/or Continuous Process Improvement certification preferred.
    4. Comprehensive knowledge of contact center quality assurance, data integrity compliance, continuous improvement and data analytics concepts, procedures, and processes.
    5. Experience with government contracts preferred.
    6. Minimum of ten years management experience and skills in providing oversight of in-office and remote staff in a multi-tiered department structure.
    7. Demonstrated organizational, teamwork, customer and client service skills.
    8. Effective oral and written communication skills, to include presentation skills with senior level personnel and/or government representatives.
    9. Proficiency with MS Office Products: MS Project, Word, Excel, PowerPoint, Project, Visio.
    10. Minimum of five years’ experience with Contact Recording Systems such as TTEC or Genesys.
    11. Experience in drafting quality documents, maintaining SOPs and/or process manuals and program performance reports for a quality organization.
    12. Ability to analyze high-level results, research trends and determine root cause of performance trends.
    13. Ability to work under pressure in a fast-paced environment.
    14. Ability to lead strategic planning and prioritize and complete tasks within established contractual service levels requirements.
    15. Must have demonstrated leadership skills and good interpersonal skills.
    16. Experience with incorporating a project management tool for task completion.

    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.


    Essential Duties and Responsibilities:
    - Develop and oversee an effective management system to continuously identify opportunities for improvement while maintaining adherence to contract driven key performance indicators.
    - Direct all Quality Control and Quality Assurance management operations including planning, implementation monitoring and reporting functions to ensure compliance objectives and targets are achieved
    - Develop and oversee an effective quality control and assurance systems for ES Operations, including , Application Support, and Research ; and Call Center to continuously identify opportunities for improvement while maintaining adherence to contract driven key performance requirements.
    - Manage all Quality Control and Quality Assurance staff including Managers, Supervisors, and Analyst(s).
    - Direct all quality management operations including planning, implementation, monitoring and reporting functions.
    - Collaborate with technical staff to design and develop reports.
    - Distribute reports and background information to staff and external sources as required.
    - Extract, aggregate, pivot, review, analyze and present data in various formats to management.
    - Interact with Management and Operations to summarize findings
    - Analyzes existing systems, programs, policies and organizational processes.
    - Document “best practices” and continuously measures outcomes for desired results and improvements.
    - Ability to travel up to 50 percent.
    - Develop and deliver quality control and quality assurance training for all employees engaged in quality and performance monitoring.
    - Monitor all operations and related metrics for conformance with internal, external, contract performance, and quality standards.
    - Aggregate and analyze quality data and suggest methods for improving product and service quality, design and/or business processes.
    - Schedule and coordinate all the quality and performance monitoring activities of QA staff across the project.
    - Manage internal and external clients' expectations related to quality management, and effectively communicates corporate quality standards across the project.
    - Provide feedback on requirements and functional specifications.
    - Monitor and evaluate the effectiveness of all areas of project operations and reports quality issues to project and unit management.
    - Maintain an awareness of state and federal quality assurance practices in health and human service programs and provides all project teams with updates on all issues regarding quality.
    - Produce the quality assurance and performance reports as required by contract and project operations.
    - Perform other duties as may be assigned by management.

    Minimum Requirements:
    - Manage activities of two or more sections or departments.
    - Exercise supervision in terms of costs, methods, and staffing.
    - In some instances this manager may have subordinate supervisors and/or managers.
    - Work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
    - Implement strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
    - Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
    - Regularly interact with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.
    - Require the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.
    - Establish operational objectives and work plans and delegates assignments to subordinates.
    - Senior management reviews objectives to determine success of operation.
    - Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.


    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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