Call Center Quality Manager
Company: Maximus
Location: Madison
Posted on: January 10, 2021
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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
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.
Keywords: Maximus, Madison , Call Center Quality Manager, Executive , Madison, Wisconsin
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