Quality Manager

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 11/10/17
Baton Rouge, LA
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 11/10/17

Key Responsibilities include:

  • Lead a team of analysts responsible for quality reviews and communications with Customer Service Representatives.
  • Develop and deliver end-to-end process improvement initiatives
  • Serve as the Quality Management resource for the Louisiana Department of Social Services
  • Provide advice on best practices for Quality Management methods to meet stated business needs
  • Instruct cross-functional teams in adapting to and understanding improvement processes, facilitating Kaizen and Rapid Improvement Events and overseeing process improvement projects
  • Participate as a process improvement resource on larger Agency projects
  • Develop and present formal presentations to senior management, making applicable recommendations
  • Liaison with corporate Six Sigma experts, functioning as the primary point of contact for the Quality Management activities of the Consolidated Service Center
  • Identify and report project issues and risks
  • Attend project and status meetings
  • Interface with client, vendor, and business users
  • Research and provide recommendations to the client on critical business decisions
  • Collaborate with other team members to provide subject matter expertise and assistance as applicable
  • Ensure that all project identified processes and methodologies are executed and followed as applicable

Minimum Qualifications

  • Bachelor's degree
  • 5 years in a supervisory position
  • Significant experience in process improvement (Lean/Six Sigma, Lean Transformation)
  • Minimum 5 years of experience developing, coaching and mentoring staff in various Quality Management methodologies
  • Minimum 5 years of experience with Project Quality Management, Quality Assurance & Assessment
  • Experience working on large, complex systems projects

Additional Qualifications

  • Ability to work independently and manage work to a defined schedule
  • Knowledge of Louisiana Department of Social Services or other state programs
  • Ability to communicate Quality Management concepts to various audiences with varying levels of experience
  • Experience facilitating Kaizen and Rapid Improvement Events (RIEs), and overseeing process improvement projects
  • Strong written and verbal communication skills
  • Experience conducting meetings and making presentations
  • Strong problem-solving and customer service skills
  • Team player and a consistent, dependable performer with an excellent work ethic, flexible “can-do” attitude, and a results-driven commitment to success
  • Ability to apply industry best practices and future state/federal mandates to existing systems
  • Experience using quantitative data to drive recommendations and decisions
  • Ability to manage vendors and third parties effectively driving to meet commitments and milestones
  • Knowledge of HIPAA, ACA, and othersecurity requirements is a plus


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