Job Description

The Quality Manager is responsible for oversight, development, and implementation of quality monitoring for the MD CSC Project on all subject matter areas. The Quality Manager will liaise with the Project Executive, Project Manager, and Training Lead on the development of the Quality Plan and making ongoing updates to Dynamics365 knowledge repository, including the Evaluation Form and sampling requirements to meet all quality monitoring requirements. The Quality Manager will oversee the work of the QA Specialists to verify CSRs are delivering excellent customer service in accordance with DHS requirements and Administrations Desk Reference Guides, and SLAs are being continually met. The Quality Manager directs QA Specialists to monitor CSRs according to the DHS-approved Quality Plan and Evaluation Forms. The Quality Manager will also coordinate with the Project Executive and Project Manager on implementing process improvements and initiatives to continually drive quality. This position, based in the Baltimore-area office, reports directly to the Project Manager, and is 100% dedicated to the Project.

MAJOR DUTIES AND RESPONSIBILITIES:

• Develops the Project’s overarching Quality Plan and specific metrics by which quality will be assessed for Customer Service Center-based activities;

• Oversees the Customer Satisfaction Program and reviews feedback to understand customer expectations of services;

• Compiles data for internal and external reporting;

• Analyzes data against benchmarks to find areas for improvement;

• Coordinates with DHS on the Quality Incident Tracker and provides ongoing reports and updates;

• Utilizes Six Sigma and/or other methodologies to streamline Customer Service Center activities and improve customer service;

• Works with the Project Manager to develop and refine the quality program as related to systems functioning;

• Provides direct supervision to the Quality Assurance Specialists and assures that corrective actions are undertaken when problems are identified;

• Works closely with the Training Lead to ensure trends are addressed;

• Maintains a working knowledge of current theories and trends in Maryland DHS Programs and quality assurance which impact on the Project; and

• Assists with assigned projects and performs related duties as required.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by the incumbent of this job. Incumbent may be required to perform job-related tasks other than those specifically presented in this description.

COMMUNICATION WITH OTHERS:

Internal – Daily contact with the Project Manager, Training Lead, and Quality Assurance Specialists. Regular contact with AHS Corporate staff. On-going contact with Project staff.

External – Regular contact with DHS staff and stakeholder contacts.

WORKING CONDITIONS:

Excellent working conditions in an office environment.

SPECIFICATIONS:

Knowledge - Bachelor’s Degree in related field preferred; equivalent training/knowledge considered. Knowledge of Maryland DHS Programs and Customer Service Center operations preferred. Previous QA experience preferred.

Skills/Abilities - Excellent customer service skills. Proficient in both oral and written communication to communicate effectively with others and explain complex actions taken regarding customers’ service requests. Strong interpersonal skills and ability to manage teams. Demonstrated skills in providing feedback and coaching for improvement. Qualitative and quantitative analytical skills, ability to review and analyze reports, and ability to develop recommendations and implementation plans. Proficient with call monitoring software. Proficient with Microsoft Office programs. Enhanced focus on attention to detail and accountability. Proficient in the management of cross functional teams with diverse scopes of responsibility.

Experience - Minimum three years of experience with quality improvement processes. Experience in training, monitoring and coaching with Customer Service Center staff required.

Physical Requirements - Light work - some sitting, standing, walking, lifting, reaching, squatting, and kneeling is required occasionally.

“The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.”

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