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Quality Manager

Company: ModivCare
Location: Pueblo
Posted on: June 8, 2021

Job Description:

The Sr. Manager of Quality works closely with the Contact Center National Directors and the leaders of the Operations' workstreams to ensure comprehensive, efficient and integrated systems that ensure communication and positive outcomes


  • Coordinates the company's quality program
  • Serves as an internal consultant for company-wide performance improvement activities and provides analysis for various QM and review activities
  • Participates in internal and external Quality Workgroup activities
  • Prepares written assessment reports, internal document tracking and executive summaries that describe programs, methods, barriers, results, operational strengths, interventions, opportunities for improvement and recommendations
  • Conducts audits/internal assessments of clinical and operational service center activities to ensure compliance with corporate policies, quality management activities and accreditation standards
  • Understand customer needs and requirements to develop effective quality control processes.
  • Analyzing performance data and trends to identify process improvement opportunities
  • Process flow charting to document the schematic representation of a process, showing the required steps and their sequence or dependencies through the use of connecting arrows
  • Forming working groups of subject matter experts (SMEs) in required process areas when developing process improvement solutions, facilitating early identification and resolution of issues.
  • Maintains a comprehensive working knowledge of policies and procedures
  • Facilitate training and host informational webinars in person and via WebEx
  • Maintain daily and weekly reports of quality-related concerns and provide recommendations to address gaps
  • Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, Leading staff in advancing quality and member experience
  • Identifies, collaborates, develops and drives process improvements
  • Conducts and documents coaching, annual reviews and 1:1's
  • Develops personnel and supports succession planning


Competency Statement(s)

  • Analytical Skills - Ability to use thinking and reasoning to solve a problem
  • Communication Written & Oral - Ability to communicate clearly and concisely and communicate to an audience which includes staff, clients, and senior management.
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures.
  • Decision Making - Ability to make critical decisions while following company procedures.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task; work must be delivered virtually error free
  • Interpersonal - Ability to get along well with a variety of personalities and individuals.
  • Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
  • Management Skills - Ability to organize and direct oneself and effectively supervise others
  • Multitask -- Ability to accomplish many things at once in order to meet critical deadlines
  • Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
  • Relationship Building - Ability to effectively build relationships with customers and co-workers
  • Self-Motivated -- Ability to do what needs to be done without influence from other people
  • Team Building - Ability to convince a group of people to work toward a goal.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations
  • Excellent time management and organizational skills.


  • Bachelor's Degree or equivalent experience
  • 2+ years of experience in a managerial/supervisory capacity preferred
  • Proven performance management, coaching and counseling skills
  • Detail-oriented with the ability to manage projects from inception through execution
  • 7+ years of experience in a quality-related role
  • 2+ years specific experience in performance improvement and process mapping required
  • In depth understanding of quality control procedures and relevant legal standards.
  • Excellent math abilities and working knowledge of data analysis/statistical methods.
  • Must have proven experience dealing with conflict management


Computer Skills

  • Microsoft Office Proficient: Word, Project, WorkFront, Excel, PowerPoint, and Outlook.
  • Must possess ability to analyze data and report on center performance
  • Must be able to work independently and as a member of a team
  • Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Entire work time is conducted in an office environment in a controlled atmosphere building.
  • The noise level in the work environment is usually moderate.

We value our team members and realize the importance of benefits for you and your family.

ModivCare offers a comprehensive benefits package to include the following:

  • Medical, Dental, and Vision insurance
  • Employer Paid Basic Life Insurance and AD&D
  • Voluntary Life Insurance (Employee/Spouse/Child)
  • Health Care and Dependent Care Flexible Spending Accounts
  • Pre-Tax and Post --Tax Commuter and Parking Benefits
  • 401(k) Retirement Savings Plan with Company Match
  • Paid Time Off
  • Paid Parental Leave
  • Short-Term and Long-Term Disability
  • Tuition Reimbursement
  • Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!)

Salary: $54,668 - $84,104 annually

Bonus eligible based upon company and individual performance

ModivCare is an equal opportunity and affirmative action employer. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for open job opportunities.

Keywords: ModivCare, Pueblo , Quality Manager, Other , Pueblo, Colorado

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