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This position will lead all quality operations for the Indiana Eligibility contract. Experience leading QA operations in a government call center and driving quality improvements within those operations will be critical to the success for this position. This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.
Essential Duties and Responsibilities: - Provide oversight for all quality management activities, including quality monitoring systems, quality reviews, analysis, reporting, corrective actions, readiness reviews, project reviews, and associated follow-up actions. - Develop contractual and quality assurance oversight systems and goals and implements specific objectives to ensure oversight systems are adequate and goals are realized. - Develop strategies and solutions for quality functions within business development opportunities including innovative, cost-effective approaches for quality management meeting contractual and governmental requirements. - Oversight of Compliance staff that conduct actions according to Federal, State and Corporate policies including HIPAA, HITECH, Personal Health Information (PHI) and Personal Identifying Information (PII). - Define strategies and process to implement a comprehensive quality management discipline across multiple projects. - Build a team responsible for quality management, including both direct reports and staff in a matrix reporting relationship. Direct teams locally and in remote locations. - Continually monitor metrics and performance across multiple projects to improve performance as needed. - Provide guidance and oversight to projects developing quality plans and methodologies to maintain robust quality management systems meeting all necessary compliance standards. - Direct all compliance certifications and re-certifications, including ISO 9001 quality management standards Serve as member of a collaborative management team, and conduct regular management review meetings. - Direct the design, development and implementation of reports to continuously monitor and measure all aspects of quality performance for multiple functional areas and projects. Minimum Requirements: - Direct and control the activities of a broad functional area through several department managers within the company. - Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods. - Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company. - Participate in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. - Ensure budgets and schedules meet corporate requirements. - Regularly interacts with executives and/or major customers. - Interaction frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization. - Report to Senior Director or VP level.
Full Time
Business Services
$144k-177k (estimate)
11/22/2023
04/03/2024
maximus.com
RESTON, VA
15,000 - 50,000
1975
Public
BRUCE L CASWELL
$3B - $5B
Business Services
MAXIMUS provides health insurance exchanges, case management, customer contact centers and business process management for government agencies.
The job skills required for Quality Assurance Director (Government and Call Center Operations) include Planning, Analysis, Quality Assurance, Business Development, Quality Management, Continuous Improvement, etc. Having related job skills and expertise will give you an advantage when applying to be a Quality Assurance Director (Government and Call Center Operations). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Quality Assurance Director (Government and Call Center Operations). Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Quality Assurance Director (Government and Call Center Operations) positions, which can be used as a reference in future career path planning. As a Quality Assurance Director (Government and Call Center Operations), it can be promoted into senior positions as a Top Quality Assurance Executive that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Quality Assurance Director (Government and Call Center Operations). You can explore the career advancement for a Quality Assurance Director (Government and Call Center Operations) below and select your interested title to get hiring information.