Manager Quality Assurance
MAXIMUS - Providence, RI

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Oversee a ll Rhode Island Contact Center quality a ssurance a nd quality control a ctivities.

Conduct regular monitoring a ctivities a nd quality a ssurance a udits to enable MAXIMUS to meet corporate a nd contractual quality objectives.

Manage a n effective quality a ssurance program that monitors a nd pro- a ctively resolves issues.

A nalyze a nd provide trend reporting for calls monitored a nd work with a ppropriate management to improve quality.

Develop a nd manage a comprehensive project Quality A ssurance plan.

Manage a ll reporting functions in support of project contractual requirements.

Manage the development of policies a nd procedures.

Ensure that the Policies a nd Procedures Manual a nd Knowledge Management System a re updated a s policies a nd procedures change.

Review weekly a nd monthly project status reports provided to the client

The Ideal Candidate will Possess the Following A dditional Education, Experience, a nd A bilities:

Bachelor's degree, preferably in a health or social services field

Three to five years of supervisory experience in a health or social services field

Knowledge of quality a ssurance industry quality standards (such a s ISO 9001:2008), continuous quality improvement, performance monitoring, process mapping, a nd basic research skills.

MAXIMUS (NYSE: MMS) is a leading health a nd human services a dministrator for governments in the United States, United Kingdom, Canada a nd A ustralia. We deliver a dministrative solutions to improve the cost effectiveness, efficiency a nd quality of government-sponsored benefit programs a cross the globe. Operating under our founding mission of Helping Government Serve the People ®, we have more than 7,000 employees located in more than 220 offices worldwide. MAXIMUS is a n A ffirmative A ction a nd Equal Opportunity employer.

Education Required: Bachelors Degree from a n a ccredited college or university or equivalent experience

Education Preferred: Masters Degree

Technical Skills / Knowledge Required: Proficient in Microsoft Office (strong Word a nd Excel skills)

Subject Matter Expertise/Experience Required: Prior people or project management experience

Subject Matter Expertise/Experience Preferred: More than 4 years people or project management experience

Personal/Soft Skills: Excellent organizational, interpersonal, verbal, a nd written communication skills, a bility to perform quantitative a nd qualitative a nalyses of existing business processes, a bility to coach, develop a nd mentor team members, a bility to perform comfortably in a fast-paced, deadline oriented work environment, a bility to work under standards-based performance measures, a bility to successfully execute many complex tasks simultaneously, a nd a bility to work a s a team member, a s well a s independently.

Duties / Responsibilities:
1. Lead cooperative effort a mong members of a team

2. Provides ongoing supervision to a ssigned staff

3. Responsible for identifying a nd resolving issues, problems a nd concerns

4. Receives a ssignments in the form of objectives a nd determines how to use resources to meet schedules a nd goals

5. Recommends changes to policies a nd establishes procedures

6. Interacts with different levels of external a nd internal customers

7. Completes daily a nd weekly reports

8. Ensures the confidentiality a nd security of a ll corporate information

9. Performs other duties a s may be a ssigned by management

MAXIMUS offers a comprehensive benefits package including:
Healthcare Insurance (medical, dental, vision)

Short a nd Long Term Disability Insurance

Life/ A ccident Insurance

Flexible Spending A ccounts (FSA)

401(k) Retirement Plan with company match

Our benefit program a lso includes paid holidays, PTO, tuition reimbursement, a nd supplemental insurance ( a uto a nd pet insurance discounts, legal plan, a nd credit union).

Relocation offered where applicable

About this company
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MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and...