CQI / Quality Manager – Call Center in Lawrence Township, NJ at Maximus

Date Posted: 5/1/2021

Job Snapshot

Job Description

The Quality Assurance Manager is responsible for planning and formulating comprehensive quality procedures and managing the development and implementation of goals, objectives and controls, pertaining to Quality Assurance.


 Job Summary

Essential Duties and Responsibilities: - Oversee the day-to-day functions of the Quality Assurance (QA) department. - Manage an effective quality assurance program that monitors for and resolves issues before they become problems. - Supervise the development and regular update of policies and procedures. - Evaluate the need for and ensures 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, in coordination with the Director of Program Integrity, Quality Assurance, and Training and other managers, regarding enrollment practices or other areas associated with customer service and quality improvement. - Work closely with the MAXIMUS Center for Employee Development to ensure project training program meets all corporate requirements. - Work with MAXIMUS subject matter experts to ensure project obtains ISO and Purdue certifications. - Provide the Director of Program Integrity, Quality Assurance, and Training and Project Manager 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 the Project Manager and reviews monthly and quarterly project status reports provided to the Department. - Perform other duties as assigned by management. Minimum Requirements: - Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. - In some instances this manager may be responsible for a functional area and not have any subordinate employees. - Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. - Follow processes and operational policies in selecting methods and techniques for obtaining solutions. - Act as advisor to subordinate(s) to meet schedules and/or resolve problems. - Develop and administer schedules, performance requirements; may have budget responsibilities. - Frequently interact with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. - Often must lead a cooperative effort among members of a project team. - Receive assignments in the form of objectives and determines how to use resources to meet schedules and goals. - Provide guidance to subordinates within the latitude of established company policies. - Recommend changes to policies and establishes procedures that affect immediate organization(s).


Education and Experience Requirements

Essential Duties and Responsibilities:

  • Oversee the day-to-day functions of the Quality Assurance (QA) department.
  • Manage an effective quality assurance program that monitors for and resolves issues before they become problems.
  • Supervise the development and regular update of policies and procedures.
  • Evaluate the need for and ensures 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, Training, and other managers, regarding enrollment practices or other areas associated with customer service and quality improvement.
  • Work closely with the MAXIMUS Center for Employee Development to ensure project training program meets all corporate requirements.
  • Work with MAXIMUS subject matter experts to ensure project obtains ISO and Purdue certifications.
  • Prepare the operations staff to successfully pass all audits.
  • Provide the Project Director, Senior Operations Manager, Training and Project Manager 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 the Project Manager and reviews monthly and quarterly project status reports provided to the Department.
  • Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period-of-time
  • Work is constantly performed in an office environment.
  • Perform other duties as assigned by management.

Qualifications:

  • Bachelor's degree from an accredited college or university or equivalent experience.
  • 5 years of related experience.
  • 3 years of leadership/management experience monitoring, and basic research skills.
  • Call/Contact Center experience
  • Understanding of standard quality procedures, with preference for ISO and/or Purdue qualification experience.
  • Experience with developing or maintaining policies and procedures documentation.
  • Excellent organizational, interpersonal, written, and verbal communication skills.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Ability to successfully execute many complex tasks simultaneously.
  • Ability to work as a team member, as well as independently, and computer literacy.  


Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO 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.