Quality Assurance Analyst/trainer

2 days ago

Toronto, Canada Maximus Services, LLC Full time

**Description & Requirements**
**About Maximus**

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

**Department Overview**

In 2011, the Ontario Ministry of Health and Long-Term Care (MOHLTC) selected M aximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provide s prescription drug benefit coverage for participating clients - including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication. M aximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

**Role Summary**

Using a scorecard tool, the Analyst measures the agent's adherence to policies, procedures, and accuracy. An effective QA Analyst is consistent, interactive and communicative and strives to improve the departments' quality scores through collaborative action with employees, supervisors and managers.

The Trainer will be responsible for evaluating the needs of ODB, along with the management team, with regards to the delivery of a training development plan for new and current hires. They will help lead the training materials on-site or remotely as required.

**Major Responsibilities**

1. Monitor and measure employee performance quality to ensure our Quality SLR of 97% is met and that customer service is consistently delivered.

2. Lead Quality Assurance initiatives to promote ongoing performance improvement across ODB through regular calibration meetings with Operations Supervisors and working groups to ensure consistent, concise interdepartmental communication.

3. Understand and comply with MAXIMUS, legislated and client policies and work procedures accurately 95% of the time to meet our Quality targets and to provide excellent customer service.

4. Adhere to your work commitment and daily schedule 95% of the time so that MAXIMUS can meet its business goals efficiently and reliably.

5. Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.

7. Ensures any gaps highlighted through learnings are appropriately addressed through training or process development

8. Provide group training virtually and in-person

9. Work with project or functional teams to monitor lessons learned

10. Act has support to your Team Leader.

**Core Competencies (Technical Skills and Abilities)**

**1. **Monitor and measure employee performance quality.**
- Manage ODB Quality scorecards ensuring they accurately measures performance and align with ODB objectives.
- Record progress of Quality Assurance scores and related feedback for each individual.

**2. **Lead Quality Assurance initiatives.**
- Analyze staffing and performance trends, training needs, client needs and productivity needs to make recommendations regarding the best methods of providing service to clients, from a Quality Assurance perspective.
- Communicate Quality Assurance objectives to employees and the Supervisory team

3. **Understand and comply with policies/procedures set by MAXIMUS, legislation and our clients.**
- Comply to all regulations, policies and procedures, with mínimal intervention
- Document notes and actions, in our systems, that are clear, objective and useful to others
- Report non-compliance of policies and procedures, regardless of the cause

**4. Adhere to your work commitment and daily schedule.**
- Manage personal time with mínimal impact to work time
- Report your time accurately, in the appropriate system, within deadlines

**5. Manage your interactions with callers, clients and colleagues respectfully, collaboratively**

**and professionally to contribute to a harmonious, productive work environment.**
- Articulate concerns, ideas and opinions in a professional manner.

De-escalate emotionally charged situations

**6.Lead the Training Initiatives on New and Current hires**
- Support creation of a departmental training curriculum
- Assesses and evaluates participants' skills, knowledge and performance

**Communication**

a. communicate verbally and in writing clearly and concisely, with an appropriate tone and message.

b. escalate resource, workforce or process concerns to

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