Quality Improvement Sr. Coordinator, Call Center Operations

Company: Maximus
Location: Fort Wayne
Posted on: May 25, 2023

Job Description:

Job Description Summary:The Quality Improvement Sr. Coordinator will partner with operations to coach individuals and small teams on quality score improvements.Essential Duties and Responsibilities:Responsible for assisting with development of job aides, completed quality audits, and delivering training. Audit functional areas and provides recommendations for improving systems, processes, and procedures. Deliver coaching to existing staff on current processes and on process improvements and system changes. - Participate in sessions to plan trainings and to assess calibration techniques used to evaluate trainings. Assist in writing material for new training programs; reviews, evaluates, and modifies existing and proposed programs. Provide Team Lead with feedback regarding QA/QI processes, tools, and systems.Minimum Requirements:High school diploma or equivalent with 4+ years or AA with 2+ years of related call center quality improvement coaching experience.Job Summary:Essential Duties and Responsibilities:
- Responsible for assisting with development of training materials, completed quality audits, and delivering training.
- Audit functional areas and provides recommendations for improving systems, processes, and procedures.
- Deliver training to existing staff on current processes and on process improvements and system changes.
- Participate in sessions to plan trainings and to assess calibration techniques used to evaluate trainings.
- Assist in writing material for new training programs; reviews, evaluates, and modifies existing and proposed programs.
- Provide Supervisor with feedback regarding QA processes, tools, and systems.

Minimum Requirements:
- High school diploma or equivalent with 4+ years of experience, or AA with 2+ years of experience. 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.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. Were 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.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.Posted Max:USD $22.00/Hr.Posted Min:USD $14.13/Hr.

Keywords: Maximus, Fort Wayne , Quality Improvement Sr. Coordinator, Call Center Operations, Other , Fort Wayne, Indiana