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Call Center Quality Manager

Company: Maximus
Location: Madison
Posted on: January 10, 2021

Job Description:

Job Description SummaryThe Call Center Quality Manager is a key position that coordinates and guides all quality and training activities for the site, ensuring the project meets all goals and objectives as defined by the contract and/or Project Manager. This role manages the Quality Assurance team that is responsible for auditing, reporting, and providing solutions to maintain or improve operational quality. Additionally, this role partners with the Call Center Manager to improve agent performance and adherence to policies and procedures. The Call Center Quality Manager is also responsible for the development of training materials and related work instructions. This role frequently engages with the Client to strategize, highlight successes, or provide recommendations towards opportunities for improvement within the quality and training program. The Call Center Quality Manager collaboratively works with the Client, Project Manager and Call Center Manager to develop local community outreach presentations, providing an overview of the State program and expectations. JOB RESPONSIBILITIES:Quality1. Develop and maintain the Quality Assurance Plan for the project, including creating quality control standards, developing evaluations and monitoring criteria, perform performance assessments, and create actionable improvement strategies. 2. Aggregate and analyze quality data to identify performance trends and opportunities for improvement in service quality. Share this information with the Project Manager and Call Center Manager.3. Documents best practices and continuously measure outcomes for desired results and improvements.4. Coordinate and facilitate call calibration sessions with leadership team and QA Analysts to ensure consistency in evaluations.5. Create and submit weekly, monthly, and quarterly quality reports to internal management as well as external stakeholders.6. Review monthly quality assessments of work product for all staff and provide individualized trainings to target areas of underperformance.7. Keep management informed of all quality performance issues that may impact contract compliance.8. Keep call center staff updated regarding all quality questions and findings. 9. Represents the quality function to clients, serving as a point of contact for quality inquiries.Training1. Develop, implement, and maintain an engaging and effective project Training Plan in compliance with contract and client requirements.2. Develop team/ department-specific trainings, with assistance of the Project Manager and centralized training support team, using desired performance metrics as outcome targets.3. Develop and implement control measures for the project training program.4. Develop ongoing training schedule, in conjunction with department leadership, for continuous professional development of new and existing staff.5. Conduct and /or attend all department trainings to ensure compliance with state and office policies and procedures.6. Provide monthly Training summaries, including: sessions held, subjects covered, level of compliance/ completion, and upcoming training events7. Manages the daily, weekly, and monthly audit materials, including providing notification to key stakeholders regarding any violations of HIPPA or other regulatory statutes.Operations1. Ensure all required process documentation is accurate, detailed, and kept up-to-date and organized in the appropriate repository.2. Assist Call Center Manager in updating call center Work Instructions as needed.3. Provide monthly team and/ or individual statistics to Project Manager in accordance with established timeframes.4. Manages team productivity, work assignments, schedules, and time off.5. Responsible for monthly, quarterly, and annual team performance reviews. 6. Ensure the confidentiality and security of all case information.7. Complete other projects tasks assigned by Management as deemed appropriate and/or necessary.EDUCATION & EXPERIENCE REQUIRMENTS:Required Qualifications* Bachelor's degree from an accredited college or university, or the equivalent combination of education, training, or work-related experience.* 3+ years of experience in a Quality Assurance supervisory role. * 3+ years of training and/ or professional development experience. * Demonstrates strong analytical/statistical skills.* Comprehensive knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends. * Ability to work with staff using multiple training techniques and styles. * Excellent written and verbal communication skills. * Ability to perform comfortably in a fast-paced, deadline and detail-oriented work environment.* Successful history of developing and managing staff. * Capable of successfully executing many complex tasks simultaneously. * Demonstrates ability to work as a team member and independently* Capable of conducting training sessions, leading meetings, and developing presentations.* Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, etc)Preferred Qualifications* 3+ years of Call Center experience* Experience working in a health care related or Medicaid program environment. * Experience working with State of Wisconsin Department of Health Services programs.****Opportunity to work remotely 2-3 days per week.This job is for an individual who is energetic and excited to teach people new things. It also requires patience, flexibility, and focus on deadlines.This job is not for an individual who requires a 'train-the-trainer environment' or does not work well independently. Essential Duties and Responsibilities:- 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 Project Director.- 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 Assurance and Quality Control 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 QA and QC activities and monitoring compliance with contractual agreements.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). MAXIMUS Introduction 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 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.

Keywords: Maximus, Madison , Call Center Quality Manager, Executive , Madison, Wisconsin

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