Description & Requirements
Maximus is currently hiring a Quality Assurance Manager to support a Medicaid Eligibility program within the State and Local sector onsite in Topeka, KS . The Quality Assurance Manager will oversee quality assurance programs, ensure compliance with contractual and regulatory standards, and drive continuous improvement initiatives across operations. In this role, the Quality Assurance Manager will monitor performance, analyze quality trends, implement corrective actions, and leverage standardized quality tools and processes to enhance service delivery and ensure client expectations are consistently met.
*This position is contingent upon contract award.*
Essential Duties and Responsibilities:
- Oversee the day-to-day functions of the Quality Assurance (QA) department.
- Manage an effective quality assurance program that monitors and resolves issues before they become problems.
- Supervise the development and regular update of policies and procedures.
- Evaluate the need for and ensure the provision of necessary training for project personnel, providing up-to-date information on relevant programs, community resources, and options for consumers.
- Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements.
- Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.
- Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
- Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department.
Minimum Requirements
- Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
- Experience managing direct reports remotely, as well as multiple training sessions virtually.
- Experience with designing, implementing and reporting customer satisfaction surveys.
- Experience with standardized quality tools.
- Experience with call and voice monitoring platforms.
- Experience with a large-scale telephony system.
- Experience with Client Relationship Management (CRM) platforms.
- Experience with contract compliance and quality platforms.
- Experience with statistical processes.
- Must be willing and able to work onsite in Topeka, KS.
- Must be willing and able to accept an offer that is contingent upon award.
Preferred Skills and Qualifications
- Lean Six Sigma experience with a minimum of Yellow Belt Certification.
- Medicaid program knowledge and experience highly preferred.
Minimum Salary
$
80,000.00
Maximum Salary
$
105,000.00
