Please Note: This is a REMOTE position, but the hire should be located within the state of Indiana.

Job Description Summary

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.

Job Summary

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.

Education and Experience Requirements

• Call Center Quality experience required.
• Management experience required.
• Government experience strongly preferred.

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.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

EEO Statement

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.

Posted Max

USD $160,000.00/Yr.

Posted Min

USD $97,300.00/Yr.

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.