Quality Manager - Nashville, TN

Quality Manager - Nashville, TN

You will work closely with the Training, Operations, and Knowledge Management teams to identify performance gaps, recommend improvements, and contribute to developing processes and resources that strengthen agent accuracy and compliance. Your leadership ensures the program maintains high-quality service delivery and that agents are equipped to provide reliable, timely support to partnering law enforcement entities. This position is based on site at our Nashville location. Because the center operates 24/7, the Quality Manager must be able to support a team working across multiple shifts—including evenings, weekends, and holidays.

*Position is contingent upon contract award* Must have the ability to pass a federal background check.

Essential Duties and Responsibilities:

• Oversee the day-to-day functions of the Quality Assurance (QA) department.
• Manage an effective quality assurance program that monitors and resolves issues before they become problems.
• Supervise the development and regular update of policies and procedures.
• Evaluate the need for and ensure the provision of necessary training for project personnel, providing up-to-date information on relevant programs, community resources, and options for consumers.
• Arrange staff training on a regular and ongoing basis. Ensure project training program meets all corporate requirements.
• Provide project leadership with updates on all issues regarding quality, operations, training, and policy and procedures.
• Provide leadership to all staff in the areas of quality improvement as it relates to process improvement, customer service and conflict resolution.
• Prepare reports and briefings for project leadership and review monthly and quarterly project status reports provided to the Department.

Minimum Requirements:

Bachelor's degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.

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 $ 55,100.00 Maximum Salary $ 85,000.00