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
Job Summary
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.
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.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government.
Matching Summary
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.
Skills & Requirements
Must-have
Analyze contact center data
DMAIC process improvement methodology
Develop internal tracking mechanisms
Manage CI SOW requirements
Data collection methods
Performance evaluations for direct reports
Nice-to-have
Customer-focused culture
Engaged employee involvement
Partnership and problem-solving
Drive change and improvements
Agility is at our core
Key Requirements
8+ years related experience
5+ years of management experience
Bachelor’s degree required
Lean Six Sigma /Yellow Belt certification preferred
Medicare, Marketplace, or health care experience preferred