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