Job Details

Description & Requirements

Maximus is currently hiring for a Quality Assurance Manager to support the Arkansas No Wrong Door project. This is a full time remote opportunity. The Quality Manager is responsible for overseeing the daily operations for the Quality Assurance team, and for creating efficient business partnerships to meet business goals. The project will be a Contact Center as Service (CCaS) that will support multiple clients throughout the state of Arkansas.

*This job is contingent upon contract award.*

At Maximus we offer a wide range of benefits to include:

- • 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.

- • Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave,

- • 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.

- • 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:

- 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.

- Must be willing and able to travel up to 25% of the time as business need dictates.

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

- Experience managing direct reports remotely required.

- Experience with designing, implementing and reporting customer satisfaction surveys required.

- Experience with standardized quality tools required.

- Experience with call and voice monitoring platforms required.

- Experience with a large-scale telephony system required.

- Experience with Client Relationship Management (CRM) platforms required.

- Experience with contract compliance and quality platforms required.

- Experience with statistical processes required.

- Premium contact center billing experience required.

- Financial experience with Oracle preferred.

Home Office Requirements:

- Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net).

- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.

- Must currently and permanently reside in the Continental US.

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 time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at ...@maximus.com.

Minimum Salary

$

85,000.00

Maximum Salary

$

95,000.00