Description & Requirements

Maximus is currently seeking a Quality Assurance & Training Supervisor to join our Wisconsin FSET program in Milwaukee, WI. This is a hybrid position, offering a balance of remote and in-office work.

In this role, the Supervisor will lead a dedicated team of seven Quality Assurance Coordinators responsible for reviewing and auditing case management work to ensure compliance with performance standards. Additionally, the Supervisor will oversee two Training Coordinators who manage new hire training and facilitate ongoing training initiatives to support staff development.

This is an excellent opportunity for a strong leader with a passion for quality improvement and staff development to make a meaningful impact within our program.

This is a hybrid position based in our Milwaukee, WI office

Why Maximus?

- Competitive Compensation - Quarterly bonuses based on performance included!

- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.

- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.

- Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave, along with Short and Long Term Disability coverage.

- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).

- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.

- Tuition Reimbursement - Invest in your ongoing education and development.

- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.

- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.

- Professional Development Opportunities - Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

- Establish and communicate monthly QA monitoring targets.

- Manage QA team performance to ensure completion and achievement of established targets.

- Provide required daily and monthly reports to leadership

- Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.

- Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.

- Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.

- Possess knowledge and skills to perform all direct QA /Training functions if required.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team.

- Ensure individualized coaching is performed throughout new hire training.

- Ensure a smooth transition of agents to the call center after training.

- Review training surveys and integrate feedback to improve the training program.

- Meet with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.

- Oversee training programs for outreach team, supervisors, leads, and other levels of levels of project staff.

- Ensure all training material updates and improvements are made in a timely manner.

- Develop and improve knowledge testing methods and technologies.

- Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.

- Manage a team of Quality Assurance Coordinators responsible for reviewing and auditing case management work to ensure it meets compliance and performance standards.

- Manage Training Coordinators who conduct new employee onboarding and facilitate ongoing training initiatives.

- Provide policy clarification and operational guidance to the broader team, serving as a key resource and go-to support for staff navigating updates or complex issues.

- Leverage a strong understanding of policy and procedures to ensure consistent interpretation and application across the team.

- Foster a collaborative, supportive environment that encourages staff development and continuous improvement.

Minimum Requirements

- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

- Must have a strong ability to understand and apply complex policies, preferably within a human services or case management environment.

- Proven experience leading and supporting remote teams effectively, with strong communication and performance management skills.

- Ideally, candidates will have experience developing or delivering training programs, or working in a quality assurance role. If not, they must have relevant transferable experience in policy interpretation and team leadership.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$50,000.00

Maximum Salary

$57,000.00

As a leading strategic partner to governments across the globe, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs.