Quality Assurance Manager

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.

- Experience managing direct reports remotely, as well as multiple training sessions virtually.
- Experience with designing, implementing and reporting customer satisfaction surveys.

- Experience with standardized quality tools.

- Experience with call and voice monitoring platforms.

- Experience with a large-scale telephony system.

- Experience with Client Relationship Management (CRM) platforms.

- Experience with contract compliance and quality platforms.

- Experience with statistical processes.

- Must be willing and able to work onsite in Topeka, KS.

- Must be willing and able to accept an offer that is contingent upon award.

Preferred Skills and Qualifications

- Lean Six Sigma experience with a minimum of Yellow Belt Certification.

- Medicaid program knowledge and experience highly preferred.

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 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 ti...