Job Description

Quality Manager

The primary purpose of the Quality Manager is to coordinate and oversee all program quality functions and oversee all NC Medicaid program reviews. The Quality Manager is responsible for assuring program quality standards are developed and implemented and standards are evaluated fairly and consistently. This position verifies all program review deliverables are provided by the timeframes requested and follows up to provide additional information as requested by program reviewers. The Quality Manager is also responsible for working with program staff and management to ensure that all aspects of quality assurance deliverables adhere to and are aligned with state and federal program expectations. The Quality Manager will be responsible for ensuring that this large, complex program of up to fifteen (15) projects is operating optimally and producing high quality outcomes and deliverables on all levels. This means that the Quality Manager will need to establish systems to monitor and report program performance on both the project and program levels. In order to do so, this role will oversee a team Quality Leads that also drive the development of the program processes, partnering with process owners and other key stakeholders. The Quality Leads will also report on the fifteen different projects in a Quality Dashboard that the Quality Manager will develop. The Quality Manager is also responsible for developing the Program Maturity Roadmap that outlines the strategic path of program development and enhancement in maturity over multiple years. This Program Maturity Roadmap will also incorporate Agile Transformation leveraging the Scaled Agile Framework (SAFe) methodology, and Scrum as relevant. The Quality Manager will be responsible to document all program and project processes, partnering with the process owners to define and capture these processes. The Quality Manager will also stand up a Knowledge Management Center for the entire program so all program processes and standards are easily referenced by program team members. The Quality Manager will set up systems to evaluate program artifacts and adherence to processes. This will include providing direction and guidance to the Quality Leads on how to most effectively evaluate and report on project and program level quality. The Quality Manager will be an expert in Visio or other process documentation software, and will have excellent facilitation skills. The Quality Manager will also have expert knowledge of PMI processes, methodology, and best practices, as well as Agile (Scrum and SAFe are ideal) methodology. The Quality Manager will also ideally be familiar with ITIL and minimally have ITIL Foundations certification. Six Sigma certification is also considered a strong asset. The Quality Manager will ideally have extensive experience in both traditional 'waterfall' project management and agile project management. Experience in IT and healthcare project management is strongly desired. This role is expected to be a Subject Matter Expert in program and project organization, and can work independently in mocking up process designs based on best practices combined with program institutional knowledge. Experience in vendor management and outsourcing environments is also an asset, as this program will be establishing processes to manage a complex IT outsourced environment with many vendors, which is a substantial change for the organization. Therefore, Organizational Change Management (OCM) experience is also strongly preferred as the program matures and grows. The ideal candidate also is an expert in crafting high quality project and program documentation based on their expert knowledge of PMI and project management processes.

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