Quality Manager

Description & Requirements

As the Quality Manager, you will oversee the day-to-day operations of the Quality Assurance (QA) team and ensure that agents consistently meet the program's quality standards when supporting law enforcement agencies.

In this role, you will manage QA workflows, monitor performance trends, and ensure evaluations are conducted accurately and consistently, in alignment with program requirements.

You will work closely with the Training, Operations, and Knowledge Management teams to identify performance gaps, recommend improvements, and contribute to developing processes and resources that strengthen agent accuracy and compliance.

Your leadership ensures the program maintains high-quality service delivery and that agents are equipped to provide reliable, timely support to partnering law enforcement entities.

This position is based on site at our Nashville location.

Because the center operates 24/7, the Quality Manager must be able to support a team working across multiple shifts-including evenings, weekends, and holidays.



*Position is contingent upon contract award

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Must have the ability to pass a federal background check.

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.

- Call center knowledge and experience preferred.
- Experience using Success KPI preferred.
- Ability to work onsite in Nashville, TN required.
- Because the center operates 24/7, the Quality Manager must be able to support a team working across multiple shifts-including evenings, weekends, and holidays.

EEO Statement

Maximus is an equal opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is ...