Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!
General Description
Ensures quality operation of Call and Document Processing Centers for a complex Health and Human Services public-sector contract in a large state. Provides project leadership and direction on quality assurance and training activities and internal and external communications that fulfill ACS' commitment to quality service delivery. Serves as the primary liaison with the State's quality assurance, communication and training staff. Develops and implements the QA management, communication and training plan to achieve State and program expectations. Oversees quality assurance activities, including data capture, analysis and report preparation. Implements corrective action plans as required. Conducts internal project audits, as necessary. Develops and conducts training for new hires and operations staff ongoing. Interacts with managers to coordinate program improvements, plan for changes, and communicate issues identified from QA activities. Ensures the availability of project deliverables related to the quality assurance business function. Reports quality assurance results and makes recommendations as required.
Responsibilities:
Manages quality assurance, communication, and training staff and activities to ensure the project's adherence to State and ACS quality standards
Serves as liaison with the State quality assurance, communication, and training staff
Manages the identification of quality requirements, standards, methodologies, and procedures, including processes to perform self-analysis and quality measurement of performance e.g. customer satisfaction surveys
Develops and implements the QA management plan
Ensures the execution of daily, weekly, and monthly quality assurance tasks; monitors project results to determine compliance with quality standards
Establishes and tracks enforcement of quality assurance standards for all project deliverables and services.
Assesses training needs for implementation and ongoing operations, including retraining identified from quality assurance results
Develops and implements the training plan, including courses, materials, and documentation; communication and media plans and methodology; creates and implements evaluation criteria
Directs the revision of project policies, procedures, and processes as part of corrective action plan to improve timeliness, accuracy and project compliance
Provides training for management and staff on effective quality improvement tools and techniques; assists operational departments to establish quality control mechanisms
Works with operations managers to develop and implement corrective action plans; monitors compliance with correction action plans
Supervises quality assurance, communication, and training staff
Prepares regular reports of evaluation results and recommendations and escalates urgent issues to project leadership
Minimum Qualifications:
Bachelor's degree from accredited college or university required
Strong knowledge of Continuous Quality Improvement and effective communication methodologies and practical experience applying in an operational environment required
Six Sigma or similar training/experience preferred
Five (5) years of experience in public sector administration and/or outsourcing/production environment required, with experience in TANF, Food Stamps, Medicaid and/or CHIP preferred.
Credentials and/or certificate in Training required, with minimum three (3) years experience in training positions
ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.
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