Job Description Overview
Provide oversight for all quality management activities across a major government contract program which expands to 10 call centers (in/outbound and multi-language operations) throughout the United States. The quality team will be centralized into three (3) of those locations (Kansas City, New York, and Jacksonville, FL); however, maintain quality oversight of all US locations. Responsibilities will include oversight of quality monitoring systems, quality reviews, analysis, reporting, corrective actions, readiness reviews, project reviews, quality best-in-class processes and associated follow-up actions. The most critical of all responsibilities is to permeate the Maximus culture throughout your organization and track/achieve client quality KPIs and SLAs.
8-10 years + experience managing quality departments.
8-10 years + experience within call center industry (thorough knowledge of call center KPIs, SLA, AHT, quality score attainment, continuous improvement efforts, systems, etc.)
Proven track record of driving quality improvement across a call center enterprise
Expert level knowledge of quality products and services that are used to improve existing methods of operation.
Government contract experience a plus.
Bachelor's degree a plus.
Position location preference would be in one of our three (3) quality hub locations: Kansas City, New York, Jacksonville; however, would consider the following: Irving, TX, Washington DC, or Nashville, TN
Responsibilities-Provide oversight for all quality management activities across the MAXIMUS Federal Services Division, including quality monitoring systems, quality reviews, analysis, reporting, corrective actions, readiness reviews, project reviews, and associated follow-up actions.-Provide thought leadership and expertise related to quality management and compliance, including an understanding of quality management best practices, industry trends, and governmental requirements.-Develop strategies and solutions for quality functions within business development opportunities at multiple federal agencies, including innovative, cost-effective approaches for quality management meeting contractual and governmental requirements.-Contribute to the attainment of business goals through monitoring performance outcomes, effectively influencing change, improving existing processes, and building strong relationships across the entire organization.-Define strategies and process to implement a comprehensive quality management discipline across multiple projects.-Build a team responsible for quality management across the Federal Services division, including both direct reports and staff in a matrix reporting relationship.-Direct teams locally and in remote locations.-Continually monitor metrics and performance across multiple projects.-Facilitate the sharing of best practices through project review process, and technical assistance to projects in quality and process improvement related areas.-Provide guidance and oversight to projects developing quality plans and methodologies to maintain robust quality management systems meeting all necessary compliance standards.-Direct all compliance certifications, including ISO 9001:2000 quality management standards and URAC.-Serve as member of a collaborative management team, and conduct regular management review meetings.-Direct the design, development and implementation of reports to continuously monitor and measure all aspects of quality performance for multiple functional areas and projects.-Monitor metrics and engage in activities to improve performance as needed.-Maintain a professional and effective approach of raising and addressing quality assurance issues, suggestions and complaints.-Serve as the primary point of contact for the escalation of quality issues.-Maintain confidentiality of quality assurance information in compliance with quality policy - Travel to project locations as needed. The Ideal Candidate will Possess the Following Additional Education and Experience
Directs and controls the activities of a broad functional area through several department managers within the company.
Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
Ensures budgets and schedules meet corporate requirements.
Regularly interacts with executives and/or major customers.
Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
Reports to Senior Director or VP level.
EEO StatementEEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.