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 leadership.
- 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 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 quality management activities and monitoring compliance with contractual agreements.
- 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 leadership.
- 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 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 quality management activities and monitoring compliance with contractual agreements. 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.
- Two (2) years of child support experience required- Two (2) years of supervisory experience required- Experience with government computer programs & systems is preferred EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.