Sr. Manager, Continuous Improvement & Quality Assurance
Description
Sr. Manager, Continuous Improvement Quality Assurance
HighPoint Digital’s professionals focus exclusively on helping government agencies and companies implement their most critically strategic initiatives. The role of Continuous Improvement (CI) Quality Assurance (QA) Manager contributes to HighPoint by managing efforts to improve Government support by analyzing contact center data for improvement opportunities, conducting additional call listening and data analysis to determine root causes, collaborating with business partners to determine solutions, and reporting on the outcome of implemented solutions. This leadership position provides oversight of statement of work (SOW) CI activities and reports, as well as additional ad hoc requests by the Government and internal teams. This position is responsible for managing the dedicated team of CI members assigned to the associated line of business (LOB).
JOB RESPONSIBILITIES:
Oversight and Process Optimization
- Effectively collaborate with internal clients to prioritize identified opportunities, employing Define, Measure, Analyze, Improve and Control (DMAIC) process improvement methodology to arrive at and recommend solutions to internal and external stakeholders. Measure progress against established goals.
- Manage the creation, implementation, and improvement of CI processes and procedures.
- Develop various internal tracking mechanisms to monitor and drive CI programs.
- Manage CI SOW requirements and ensure the team meets contract expectations.
- Establish effective, efficient, repeatable processes to ensure reports are delivered on time and error-free.
- Develop methodologies for gaining insights from available data streams and information sources.
Communications Management
- Participate in client meetings as a representative of the CI Team and create all necessary slides and/or materials for meetings.
- Collaborate with personnel across all organizational levels, including senior leadership.
- Communicate clearly and professionally in both written and verbal formats.
- Facilitate internal and external meetings, including initiating cross-functional collaboration between internal teams, external partners, and clients.
- Build and strengthen customer and internal team relationships.
People Management
- Lead and manage the team responsible for developing data collection methods, conducting relevant analysis for review with deliverable owners, performing quality review, and submitting SOW deliverables where applicable.
- Provide feedback to leadership on team members’ performance and conduct performance evaluations for direct reports.
- Support the professional development of team members, including ongoing coaching.
- Organize and schedule work to meet all agreed upon deliverables and engage in contingency planning to ensure continuous support.
- Ensure CI team resources are planned to always maximize efficiencies and adequate coverage.
- Maintain and ensure staff program knowledge.
- Review, analyze, and report on the productivity of CI team members.
Documentation, Reporting, and Deliverables Management
- Oversee timely submission of reports related to cross-team operations.
- Provide complete, accurate, and timely reports to internal and external clients.
- Promote proactive research and understanding of all aspects of data presentation, data analysis, and reporting methods to ensure high quality of business insights outputs and deliverables.
- Work with CI Team to create improvement recommendations based on thorough research of all supporting data and materials.
- Promote use of standard data collection, reporting, and configuration control.
- Establish key performance indicators, create and maintain controls, and document procedures.
- Collaborate with business units and functional teams to develop and maintain internal performance metrics.
- Implement and monitor processes to ensure CI reporting is accurate and timely.
KNOWLEDGE AND SKILLS REQUIREMENTS:
To ensure the effective implementation of continuous improvement within CTC, it is imperative that the CI QA Manager possesses the following competencies:
- Cultivate a customer-focused culture based on cooperation; active listening; anticipating needs and questions; professionalism; and respect.
- Foster engaged employee involvement through cultivating connections, trust, and collaboration within teams.
- Communicate clearly and consistently, engaging early and regularly – adapting styles to different audiences.
- Promote partnership, collaboration, and problem-solving across silos.
- Lead teams to achieve successful outcomes (recognizing urgency, taking initiative; driving change and improvements rather than waiting for direction; anticipating challenges and opportunities).
- Demonstrate process- and critical-thinking capabilities, with skills to set and manage expectations.
The CI Manager must have:
- Ability to read, analyze, and interpret general business journals, technical procedures, and/or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to build and manage customer and internal team relationships.
- Ability to effectively manage multiple project timelines.
- Ability to apply critical thinking and process optimization skills.
- Ability to respond to common inquiries or complaints from customers or other stakeholders.
- Ability to effectively present information to employees, peers, management, and clients.
- Ability to analyze data, create/update tables, and visualize data.
- Ability to use Microsoft Office tools (Word, Excel, Access, PowerPoint).
- Ability to effectively communicate.
- Ability to deal with sensitive and confidential data.
- Ability to follow established business processes.
- Ability to collaborate internally/externally.
- Ability to prioritize.
EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS:
- Bachelor’s degree from a 4-year college or university required and 8+ years related experience and/or training, or equivalent combination of education.
- 5+ years of management experience.
- Lean Six Sigma/Yellow Belt certification preferred.
- Medicare, Marketplace, or health care experience preferred.
ABOUT HIGHPOINT:
HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice. HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is a privately held company with a team of over 130 passionate professionals spread across 12 states in the U.S.
HighPoint Digital, Inc. is an equal opportunity employer.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.