Quality Assurance and Training ManagerMaximus • Eugene, OR, US
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Quality Assurance and Training Manager
Maximus • Eugene, OR, US
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Competitive Compensation - Quarterly bonuses based on performance included! Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. 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. Design, develop and implement training curriculum and supporting materials. Develop training schedules based on the evaluation of the need for new staff. Develop and deliver training through input and communication with the client and leadership. Ensure that Client Service Reps are provided with updated knowledge required for the project, which includes management of changes to scope and direction. Communicate operating policies and procedures and ensure compliance with contractual agreement. Arrange staff training on a regular and ongoing basis regarding telephone protocols and project information obtained through quality assurance monitoring. Manage quality operations including planning, implementing, monitoring, and reporting functions. Manage internal and external customer expectations related to quality management, and effectively communicate corporate quality standards across the project. Support and improve the Quality Program and provide the leadership and direction to enhance accepted standards of quality practices, continuous improvement, and ethical considerations. Aggregate and analyze quality data and identify opportunities for improvement in product and service quality, and the design and implementation of key business and quality processes. Maintain responsibility for developing, implementing, and writing procedures, work instructions and flow-charts for quality management activities and monitoring compliance with contractual agreements. 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, as well as multiple training sessions virtually. 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. Medicaid program knowledge and experience highly preferred. Internet speed of 25mbps 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.
Description & Requirements
Maximus is currently hiring for a Quality Assurance and Training Manager to support our Kansas Eligibility Operations team.
This is a remote opportunity.
The Quality Assurance and Training Manager will will oversee quality assurance programs, manage remote training teams, and ensure compliance with contractual and regulatory standards.
In this role, the Quality Assurance and Training Manager will design and implement training strategies, monitor performance, and leverage standardized quality tools to enhance service delivery and to meet client's needs.
- This role is contingent upon contract award
Why joining Maximus?
Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
Essential Duties and Responsibilities :
Minimum Requirements
Home Office Requirements :
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 applicantaccom@maximus.com.
Minimum Salary
100,000.00
Maximum Salary
112,400.00
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