Manager - Quality Mgmt

About Our Client

The organization operates in the veterans' services sector, addressing the need for secure, timely, and professional communication between the Department of Veterans Affairs and Veterans Evaluation Services. It supports veterans by facilitating these communications and ensuring compliance with privacy, security, and operational standards.

About the Opportunity

The MYVES MANAGER is responsible for leading a remote team of liaisons who manage communication between veterans' services and the Department of Veterans Affairs. This role ensures operational excellence, quality customer service, and compliance with all relevant standards. The manager drives team development, oversees performance metrics, manages escalated inquiries, and leads continuous improvement initiatives to enhance service delivery.

Responsibilities

• Lead and manage a remote team, including workload distribution, coaching, and performance oversight
• Establish and monitor performance metrics, service-level agreements, and quality standards
• Handle escalated and complex inquiries for timely resolution
• Oversee high-volume email correspondence and occasional phone communications
• Conduct performance reviews and implement corrective actions as needed
• Collaborate with stakeholders and cross-functional teams to improve operations
• Analyze trends and implement process improvements
• Develop and maintain training materials, standard operating procedures, and documentation
• Lead onboarding, training, and professional development for team members
• Ensure compliance with data privacy, security, and confidentiality requirements
• Support workforce planning, scheduling, staffing, and succession planning
• Drive continuous improvement and contribute to strategic objectives

Requirements

• Bachelor’s degree and five or more years of relevant professional experience or equivalent combination
• Minimum two years of direct supervisory or management experience preferred
• U.S. Citizenship or Green Card holder residing in the Continental United States
• Private home office with reliable internet (minimum 20 Mbps) and ability to use company-provided equipment
• Proficiency with Microsoft Office, reporting tools, and email management systems
• Strong written communication, organizational, problem-solving, and decision-making skills

Preferred Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Communications, Management, or related field
• Experience coaching and developing remote employees
• Familiarity with VA claims processing, healthcare operations, or regulated environments

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.