Quality Assurance and Training Senior Manager / BPO Manager

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all    in the U.S., 11 million employees who use its , and nearly nine million people who travel through   daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at .

Job Description

Quality Assurance and Training Manager

***This position is in Topeka, KS***

Purpose

Manages quality reviews, quality reports, quality improvement plans and coordination of all training and program integrity measures. Manages the team of specialized staff including the QA Specialist, Trainer, and Program Integrity Specialist positions.

Quality Assurance. Plans, manages, and controls the activities of the team to ensure quality and compliant operations. Provides project leadership and direction on quality assurance, internal and external communications, security, systems and process compliance testing, as well as timely and accurate handling of appeals and complaints. Provides leadership to fulfill Conduent’s commitment to quality service delivery. Develops and implements the QA management and communication plans to achieve KDHE and program expectations.

Oversees quality assurance activities, including data capture, analysis, and report preparation. Implements corrective action plans as required. Ensures compliance with HIPAA for project activities. Interacts with managers to coordinate program improvements, plan for changes, and communicate issues identified from QA activities. Conducts QA activities to ensure compliance with quality metrics. Reports QA results and makes recommendations as required. Provides continuity of management from implementation into operations. Evaluates Conduent team deliverables and performance against contract requirements.

Training. Training functions include working closely with all operational areas to help ensure that tools and curricula are in place to train new employees, to provide any necessary corrective action training to existing employees, to develop ongoing employee refresher training, and to coordinate all corporate training initiatives. Training techniques include classroom lessons, computer-based training, and pop quizzes. For the Clearinghouse Project, manages and assigns a responsible party to oversee the training process for the KEES system. Program Integrity. Oversees staff who research issues with incorrect payment determinations and provide audit support, under KDHE oversight.

Seeking an action oriented, innovative leader for our Customer Experience Team made up of Training, Quality Assurance, and Policy workforce in a multi-channel contact center. This position is responsible for ensuring staff is delivering an exceptional customer experience within specific local, state, and federal guidelines.

This Role is responsible for overseeing ongoing development of customer experience, quality, and training to meet changes in policy, process, customer journey evolution, and industry expectations in a highly regulated environment. This leader is responsible for meeting and exceeding contracted service levels and ensuring positive outcomes for the corporation, the client, the customer, and the customer service staff.

***The work may be performed from home considering the economic and office impact of Covid-19***

Requirements:

Minimum Qualifications
Bachelor’s degree or related field or equivalent related experience
Five years’ experience in operations management and compliance in major state, federal, or other large projects
Quality, project management, or auditing certification preferred
Experience in systems and operations implementation, with experience in large project transitions preferred
Experience in managing quality assurance activities for major programs or projects, preferably state financial and medical assistance programs
Experience in training large project teams on complex business processes
Working knowledge of security requirements especially related to HIPAA and privacy standards
Bachelor’s degree in business administration, curriculum and instruction, educational psychology, human resources, organizational management, or a related field.
5 years’ experience managing a minimum of 20 direct or indirect employees with a proven track record of success and achieving results.
Training experience in a Multi-Channel contact center environment including curriculum development and process reengineering.
2 years BPO experience with client facing responsibilities
Ability to Excellent communication, organizational and leadership skills.
Proficiency with new technology, software applications, and phone systems as well as a general understanding of IT related functions or activities.
Strong relationship building and collaboration skills in a highly matrixed environment.
Highly skilled in coaching, developing, and motivating employees towards achieving and exceeding organizational goals and objectives.

Primary Responsibilities:

Manages quality assurance, training, and program integrity staff and activities to help ensure the project’s adherence to KDHE and Conduent standards
Serves as liaison with State quality assurance staff
Manages the definition of quality requirements, standards, methodologies, and procedures, including processes to perform self-analysis and quality measurement of performance, e.g., customer satisfaction surveys or other necessary processes as appropriate
Ensures the completion of daily, weekly, and monthly quality assurance tasks, monitors project results to determine compliance with quality standards, ensures delivery of project deliverables and services
Monitors the revision of project policies, procedures, and processes as part of corrective action plans to ensure monitoring processes are maintained to ensure timeliness, accuracy, and project compliance
Works with operations managers to develop, implement, and monitor compliance with program improvement or corrective action plans
Develops and executes all training related plans, processes, and procedures
Maintains training materials to reflect the changing project environment
Integrates business process and technology training
Manages staff researching issues with incorrect payment determinations
Maintain and sustain exceptional SLA and KPI performance.
Lead departmental business plans, priorities and cost savings initiatives.
Stay abreast of industry and governmental trends to proactively identify impacts to business processes.
Participates in cross-functional activities across the organization outside of normal roles and responsibilities.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Analyzing reports and data to recommend changes for improved performance.
Serve as subject matter expert for health and human services program policies and related system functionality.

Closing

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

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