Quality Manager in Jacksonville, FL at Maximus

Date Posted: 4/12/2021

Job Snapshot

Job Description

Maximus is looking for a Quality Monitor. This position can be filled at either our Lawrence Kansas or Jacksonville Florida locations.  The Quality Monitor provides overall leadership and accountability for site level Quality Assurance activities and performance, to include Service Quality, Data Quality and Continual Service Improvement initiatives.
 

Provides operations supervisory oversight and direction for the quality function in a contact center operation, managing a team of Quality Supervisors and Quality Monitors that perform quality monitoring of Contact Center (CC) Customer Service Representatives (CSRs), Lead CSRs and CC Supervisors. Quality Monitors score calls, provide scoring comments and general observations for CC supervisor coaching. Quality Supervisors provide direction and supervision of Quality Monitors. Site quality teams have Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and specific goals and objectives. The Quality Operations Manager tracks service metrics and analyzes performance and process improvements for their teams. Ensures compliance with program and company policies.


 Job Summary
Essential Duties and Responsibilities: - Assess and evaluate staff performance based on established goals and standards. - Identify and develop areas of opportunity for direct reports. - Manage QC supervisors' performance management and tracking methods. - Strategically partner with multiple departments to identify and implement changes that will drive positive quality performance. - Develop reports and presentations related to quality initiatives. - Act as the point of contact when the Senior Quality Manager is unavailable. 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

1.Provides overall leadership and accountability for site level Quality Assurance activities and performance, to include Service Quality, Data Quality and Continual Service Improvement initiatives


2. Adheres to and enforces the program quality plan, Standard Operating Procedures (SOPs) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, performance metrics assessment, and continual improvement actions.
3. Manages a team of Quality Assurance Supervisors and multi-lingual Quality Monitors by establishing roles, work standards, performance objectives, and enforcement through regular oversight.
4. Conducts weekly staff timekeeping reviews and approvals.

5. Works collaboratively with other Quality Managers, if applicable, to ensure team standards for quality service center are achieved and initiates improvement actions when necessary.
6. Attends daily meetings or work sessions to stay current on all quality processes and directives.
7. Position may require nights and weekend work, to include meeting attendance.
8. Participates in calibration activities and works collaboratively with training and contact center operations personnel to ensure consistency in quality service requirements.
9. Monitors and reviews team performance against service level agreements, initiating improvement actions when opportunities are identified.
10. Analyzes quality reports and participates in strategic planning sessions for continual service improvement
11. Analyzes performance trends and takes proactive steps to prevent service shortcomings.
12. In conjunction with management, may be asked to develop and conduct quality-related training.
13. Manages the staffing levels from recruitment, on-boarding and off-boarding.
14. Coordinates recording listening sessions as requested
15. Report performance information through formal and informal reports that may be contractual deliverables.
16. Represents the quality function to clients, serving as primary point of contact for quality inquiries.
17. Conducts process audits to confirm compliance with company policies.
18. Participates in special projects as required.

EDUCATION / EQUIVALENT TRAINING:

1. Bachelor’s Degree in a related discipline, or the equivalent combination of education, professional training, or work experience.
2. 8-10 years of related experience in call center monitoring, quality assurance, and/or customer service.

EXPERIENCE:

1. Minimum of five years contact center program management experience.
2. Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, and processes in a contact center environment.
3. Knowledge of and experience with contact recording systems (ie. Success KPI, Genesys) preferred.

SKILLS AND ABILITIES:

1. Effective time and people management skills.
2. Ability to manage to establish contractual turnaround times.
3. Ability to prioritize and complete tasks within established contractual service levels requirements
4. Organizational, teamwork, and customer service skills.
5. Effective oral and written communication skills.
6. Proficiency with MS Office Products: Word, Excel, PowerPoint

UNIQUE/ADDITIONAL REQUIREMENTS:

Clearance / Background investigation requirements may include the Applicant Name Check, the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position.

In good standing with Internal Revenue Service (IRS)



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.

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