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Quality Assurance Manager in Falls Church, VA at Maximus, Inc.

Date Posted: 4/4/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator in the support of government programs, enrollment services, excellence in customer service, integrity, and protection of personal information. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

The Quality Assurance Manager is responsible for directing all quality operations including planning, implementation monitoring and reporting functions.

Employment is contingent upon award of the contract. 

Responsibilities
  • Develop and oversee an effective quality management system to continuously identify opportunities for improvement while maintaining adherence to contract driven key performance requirements
  • Develop and deliver quality management and quality assurance training for all employees engaged in quality and performance monitoring
  • Manage internal and external clients' expectations related to quality management, and effectively communicate corporate quality standards across the project
  • Identify and recommend systemic solutions to leverage business intelligence, innovative collection of customer service experience and optimize data for client and company decision making
  • Maintain updated knowledge of the project program and requirements to ensure contract compliance
  • Monitor all operations and related metrics for conformance with internal, external, contract performance, and quality standards
  • Monitor and evaluate the effectiveness of all areas of project operations and reports quality issues to project and unit management
  • Schedule, coordinate and report on both internal and external audit functions of the quality management system
  • Schedule and coordinate all the quality and performance monitoring activities of QA staff across the project
  • Aggregate and analyze quality data and suggest methods for improving product and service quality, design and/or business processes
  • Produce the quality assurance and performance reports as required by contract and project operations
  • Provide feedback on requirements and functional specifications
  • Attend project management meetings and conduct shift/team meetings with Supervisors
  • Perform other duties as assigned by management

The Ideal Candidate will Possess the Following Additional Education and Experience
  • A Bachelor’s Degree from an accredited college or university in related field required, equivalent experience considered in lieu of degree 
  • Master’s degree preferred
  • Five (5) years of quality assurance experience required
  • Strong leadership skills
  • Experience in a quality assurance role, preferably in a contact center or customer service environment
  • Ability to conduct and manage project reviews and communicate process improvement recommendations
  • Proficient in the use of Microsoft Office products
  • Excellent organizational, written, and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment
  • Ability to work as a team member, as well as independently

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.