Quality Manager

Description & Requirements

Maximus is currently hiring for a Quality Manager to support our new Kentucky Health Benefits Exchange project. This is a remote opportunity. The Quality Manager is responsible for overseeing the daily operations for the Quality Assurance team, and for creating efficient business partnerships to meet business goals. The Kentucky Health Benefits Exchange project will be a multichannel, multiprogram contact center that will support multiple clients throughout the state of Kentucky.

This job is contingent upon contract award.

At Maximus we offer a wide range of benefits to include:
• Work/Life Balance Support - Flexibility tailored to your needs!
• Competitive Compensation - Bonuses based on performance included!
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• Diversity, Equity, and Inclusion Initiatives - Join a workplace committed to fostering diversity and inclusion.
• Tuition Reimbursement - Invest in your ongoing education and development.
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities: Participate in training programs, workshops, and conferences

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

Minimum Requirements
• Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
• Kentucky residency preferred.
• Experience managing direct reports remotely required.
• Must be willing and able to travel up to 10% of the time.
• Certified Project Management Professional (PMP), or related certification required.
• Lean Six Sigma experience with a minimum of Yellow Belt Certification required.
• Experience with designing, implementing and reporting customer satisfaction surveys required.
• Experience with standardized quality tools required.
• Experience with call and voice monitoring platforms required.
• Experience with Genesys preferred.
• Experience with Client Relationship Management (CRM) platforms required.
• Experience with Salesforce preferred.
• Experience with contract compliance and quality platforms required.
• Experience with SuccessKPI preferred.

Home Office Requirements:
• Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintain a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.
• LI-Remote #maxPriority

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

53,500.00

Maximum Salary

$

110,000.00