Director, Quality Management

Company: Cognosante LLC
Location: Falls Church
Posted on: February 25, 2021

Job Description:

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: Key Responsibilities

• 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 improvement actions.
• 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 company policies.
• 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 industry trends.
  • 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 jobs@cognosante.com . 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 jobs@cognosante.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