Quality Assurance Manager

Maximus is currently hiring a Quality Manager to support our Kentucky Health Benefits Exchange Team.

The Quality Manager will oversee contact center quality assurance programs and ensure the consistent delivery of exceptional customer experiences. This role will lead the development and execution of quality standards, customer satisfaction measurement programs, quality reporting, and calibration processes.

The successful candidate will have proven experience leading QA teams, providing actionable coaching and feedback, and partnering with operational leaders to implement improvement initiatives that drive service excellence and customer satisfaction.

This is a hybrid-remote position that requires work to be performed onsite as required by the program in our Frankfort, KY offices.

This job is contingent upon contract award.

• Competitive Compensation
  - Annual bonuses based on performance included!
• Comprehensive Insurance Coverage
  - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning
  - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Unlimited Time Off Package
  - Enjoy UTO, Holidays, and sick leave,
• Holistic Wellness Support
  - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform
  - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement
  - Invest in your ongoing education and development.
• Employee Perks and Discounts
  - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources
  - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities
  - Participate in training programs, workshops, and conferences.

• - Oversee the day-to‑day functions of the Quality Assurance (QA) department.
• - Manage an effective quality assurance program that monitors and resolves issues before they become problems.
• - Supervise the development and regular update of policies and procedures.
• - Evaluate the need for and ensure the provision of necessary training for project personnel, providing up‑to‑date information on relevant programs, community resources, and options for consumers.
• - Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements.
• - Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.
• - Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
• - Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department.
• - Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

• - Substantial experience in quality assurance within a contact center environment.
• -Strong understanding of contact center processes and quality monitoring tools/methodologies.
• -Exceptional analytical, problem‑solving, and attention‑to‑detail skills.
• -Strong leadership and communication skills for guiding the QA team.
• -Ability to provide constructive feedback and implement improvement initiatives.
• -Commitment to continuous quality enhancement and customer satisfaction.

• - Internet speed of 25mbps or higher required (you can test this by going to ).
• - Connectivity to the internet via either…