Director, Quality Management
Company: Cognosante LLC
Location: Falls Church
Posted on: February 25, 2021
Cognosante is on a mission to transform our country's healthcare
system. We are a health IT Company who helps public sector
organizations do everything from strategic consulting and
acquisition support to application development, data integration,
data standards, and business process operations. Learn how we are
making a difference in people's lives today! Job Description The
Quality Manager coordinates activities to meet the quality
standards required for a large-scale government contact center
client. The Quality Manager monitors and advises on the performance
of the quality management system and produces data and reports on
performance. The Quality Manager works with the client and with
other managers and staff throughout the organization to ensure that
the Quality Assurance (QA) system is functioning properly, and
where appropriate, advises stakeholders on changes and their
implementation and provides input on training, tools, and
techniques to enable others to achieve quality. The Director,
Quality Management shall meet the following minimum requirements:
- Serve as key personnel on the contract.
- Develops the quality management strategy and maintains a
quality plan for one or more service center operations and
programs, including service quality standards, quality scorecards,
monitoring, coaching, performance metric assessment, and
- Has oversight of a team of managers that manage a team of
Quality Supervisors or Analysts, Monitors and/or Specialists,
establishing roles, work standards, performance objectives,
reporting and enforcement through regular oversight.
- Ensures team standards for quality service are achieved and
initiates improvement actions when necessary.
- Facilitates calibration activities and works collaboratively
with training and contact center operations personnel to ensure
consistency in quality service requirements.
- Monitors and reports program performance against service level
agreements and performance standards, initiating improvement
actions when opportunities are identified.
- Analyzes performance trends and takes proactive steps to
prevent service shortcomings.
- Develops and conducts quality-related training.
- Reports performance information through formal and informal
reports that may be contractual deliverables.
- Represents the quality function to clients, serving as a point
of contact for quality inquiries.
- Conducts process and product audits to confirm compliance with
- Participates in special projects as required.
- Other duties as assigned Required Qualifications
- Bachelor's Degree in a related business or technical
discipline, or the equivalent combination of education, technical
training, or work/military experience
- 10-12 years of related experience in contact center monitoring,
quality assurance, and/or customer service.
- Comprehensive knowledge of quality assurance and continuous
improvement concepts, procedures, processes, best practices, and
- Organizational, teamwork, and customer service skills.
- Effective oral and written communication skills. Posted 4 Days
Ago Full time R0004320 About Us We're solving Americans' health and
safety challenges with technology, innovation, and purpose. At
Cognosante, we help improve how the nation delivers services to its
citizens through innovation and transformation. We're committed to
creating positive results with lasting impact, and are always
looking for passionate people who share our values to join the
Cognosante family. Cognosante was founded to address a critical gap
in the health IT market-the need for a smart, nimble company,
unencumbered by legacy systems and unafraid to challenge accepted
wisdom. We have been able to extend out impact beyond health and
into security and social services. Our continued success is the
result of our expertise and insights, combined with our actively
fostering a culture that encourages diversity of people and ideas.
Every day, we help government agencies solve difficult problems.
We're--ensuring--health professionals have accurate, secure,--and
timely--health data--so Americans get the healthcare they need.--We
help Federal and State agencies navigate healthcare reform and
empower their technology transformations. We're addressing the
social determinants of health to remove barriers to healthcare
access. And, we're proud to help our military do its job more
safely--by leveraging--stronger IT networks and
using--cybersecurity and biometrics technologies that replace
outdated legacy solutions. We're--also--helping--create more
options for--Veterans,--active duty military personnel, and their
families--to obtain health--services--in their--communities.--
Passion for what we do. Pride in how we do it. At Cognosante we are
all VIPS. We create value by being enterprising. We develop
innovative ideas and solutions. We perform at our best and deliver
results. We share achieved results and recognitions. Are you ready
to make a difference in the lives of millions? Join us. Highlighted
Benefits for Full-time Employees Cognosante is an equal opportunity
employer . We evaluate qualified applicants without regard to race,
color, religion, sex, sexual orientation, gender identity, national
origin, disability, veteran status, and other legally protected
characteristics. If you'd like to view a copy of the company's
affirmative action plan or policy statement, please email
firstname.lastname@example.org . Cognosante is committed to working with and
providing reasonable accommodations to individuals with
disabilities. If you need a reasonable accommodation because of a
disability for any part of the employment process, please send an
e-mail to email@example.com and let us know the nature of your
request and your contact information. T o all recruitment agencies:
Cognosante does not accept unsolicited agency resumes. Please do
not forward unsolicited resumes to our requisitions, any Cognosante
email address, any Cognosante employee, or to any company location.
Cognosante is not responsible for any fees related to unsolicited
resumes. COVID-19 isn't stopping our hiring process nor our
business as (semi) usual. We're still reaching candidates,
virtually and we're still working, remotely! Are you a self-starter
who likes to work from home and is interested in this position?
Apply today! Quick tips on virtual hiring success:
- Test your tech-make sure your internet connection and video
conferencing program are both working prior to your interview.
- Dress appropriately-dress for success and ensure your
surroundings are tidy.--
- Be prepared-do your homework, rehearse your responses to key
interview questions, and prepare your own questions.
- Be personable-make eye-contact, smile often, and demonstrate
enthusiasm for the role.
- Remove distractions-engage with the interviewer by removing all
distractions, including your smartphone.
Keywords: Cognosante LLC, Washington DC , Director, Quality Management, Executive , Falls Church, DC
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