Quality Assurance & Training Supervisor Milwaukee, WI

Description & Requirements

Maximus is looking for a dynamic Quality Assurance & Training Supervisor Milwaukee, WI to join our team at our Milwaukee, Wisconsin office.

This hybrid role is ideal for candidates with a background in training, a strong proficiency in Microsoft Excel, and familiarity with the W2 program.

If you're ready to lead with excellence, we'd love to hear from you!

Why Maximus?
- • Competitive Compensation - Quarterly 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 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:

- Establish and communicate monthly QA monitoring targets.

- Manage QA team performance to ensure completion and achievement of established targets.

- Provide required daily and monthly reports to leadership

- Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.

- Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.

- Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.

- Possess knowledge and skills to perform all direct QA /Training functions if required.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team.

- Ensure individualized coaching is performed throughout new hire training.

- Ensure a smooth transition of agents to the call center after training.

- Review training surveys and integrate feedback to improve the training program.

- Meet with managers to review training curriculum, technologies, and delivery to improve training quality,...