Job Title: Quality Assurance and Training Manager

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 Assurance (QA) and Training Manager is part of a team that supports projects within Cognosante State Solutions (CSS). The QA and Training Manager is responsible for leading and managing the Quality Assurance and Training team members and functions that achieve ongoing operational quality. This position maintains independence from the team members performing the work tasks assessed and oversees administration of the Quality Assurance and Training Plans and reports on the accuracy and precision of all operations for the project. This individual is responsible for defining, planning and implementing quality reviews, providing quality review results and reports, developing and implementing quality improvement plans and managing training activities and corrective action measures that achieve quality improvements. This person must understand the role of the QA and Training team and implement best practices and standard policies and procedures to achieve the expected quality results. The QA and Training Manager is responsible for providing guidance to the team and appropriate resources to ensure program goals and service level agreements are met.

This position is required to work onsite full-time in the Topeka, KS area with an anticipated start date of April 1, 2020.

Key Responsibilities
Serve as an expert on processes and measurements detailed in the Quality Assurance PlanDirect independent quality audits and oversight of project activitiesDevelop recommendations for possible process improvements based on the QA findingsMaintain and update, with customer approval, the project Quality Assurance and Training PlansManage a QA and Training Team responsible for quality assurance reviews and complianceManage staff workload and facilitate day-to-day QA and training tasksOversee all QA and training reporting requirements including scheduled and on request operations reportsAlign with long-term initiatives and leverage available resources for quality assurance initiativesImplement and maintain metrics and procedures for measuring performance and evaluating QA operationsInterface with senior level management of both Cognosante and customer organizationsDevelop course materials that build skill levels within the operational team based on deep understanding of training needs identified in QA reviewsGuide the development of training programs, materials and toolkits using structured instructional design methodologyImplement and maintain procedures and metrics for measuring training performance and evaluating the impact of training on operationsCreate evaluations of trainings to be provided after all sessions, tracking effectiveness and messaging; implement recommended refinements and feedback to operational staffDevelop training effectiveness indicators and outcome measures and report on achievement of themPrepare historical and managerial reports on education and training activitiesDeliver progress reports, documentation and presentationsMaintain competencies in new and emerging training techniques

Minimum Qualifications
Bachelor's degree or equivalent work experience5+ years relevant experience as a Quality Assurance Senior Analyst, Lead Analyst, or Supervisor3+years of managing a successful training organization, preferably in a call center environment3+ years as a training facilitator preferably in a call center environment with a focus on service training as a training designerExcellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organizationProficient in Microsoft Office Suite, including MS Project and SharePointSavvy, quick thinking and comfortable in a dynamic, fast-paced environment

Candidates that do not meet the minimum qualifications will not be considered.

Preferred Qualifications
State healthcare or health and human services eligibility experience a plusExperience and understanding of Capability Maturity Model Integration (CMMI) process improvement model a plusProven quality focus and detailed orientedStrong analytical and critical thinking skillsExcellent written and verbal communication, problem-solving and customer service skillsAbility to work independently and manage work for self and others to a defined scheduleCapable of conducting meetings and making presentationsTeam player and a consistent, dependable performer with an excellent work ethic, flexible "can-do" attitude, and a results-driven commitment to success