Contract Compliance/Quality Assurance Manager
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Notice at Collection and Privacy Policy for California Job Applicants California Privacy Rights Act Request Form California CPRA Authorized Agent Designation Form MV Transportation is seeking a Contract Compliance/Quality Assurance Manager to ensure MVs compliance with the client and MV service quality standards, as well as compliance to the contract.
The position will serve as the clearinghouse for all audits.
The position will work with MV's local staff, corporate teams, regional resources, Client Personnel, and external agencies to schedule, prepare for and confirm compliance with all state, Federal, and Local regulatory audits, and recommendations.
Duties/ResponsibilitiesContract Compliance Governance The Contract Compliance and Quality Assurance Manager will facilitate Monthly contract review meetings with the following to discuss performance quality and compliance to the contract.
During these sessions the Contract Compliance and Quality Assurance Manager will discuss prior month issues, current questions, and concerns.
If deficiencies are found, then the cause needs to be determined and action taken to ensure that deficiency is prevented from re-occurring.
All Major issues are reported to the client with regards to Providers, Subcontractors, Service providers, and MV Team.
this position is also accountable for managing any contract amendments that need to be documented and approved.
QA/Compliance Plan This plan sets forth the plan and tools to be utilized by QA to confirm compliance with the standards of the contract.
QA will ensure the following:
Preparing reports by collecting, analyzing, and summarizing data Carefully maintain a compliant and non-conformance processing through records and tracking systems, including root causes and corrective actions.
Document quality assurance activities with internal reporting and audits Interpret, Build Upon, and comply with company quality assurance standards.
Assist operations in tracking, documenting, and reporting quality & operational issues as well as contractual KPI trends.
Ensure adherence to Safety Guidelines as well as contractual obligations.
Submit Reports to Clients and Internal Departments for Verification, Reconciliation, Validation, and Audits Communications Maintain the division communication strategy/schedule.
Interacts with client staff.
Facilitates monthly contract compliance reviews.
Represents MV at client events as requested.
Ensure compliance to the MV/Provider Operational Communications Policy and standard.
Conduct InspectionsExecute, Report results to MV and client governance teams, and then evaluate results with the providers and jointly develop improvement plans for the following quality assurance inspections:
Ride checks/Field inspections.
Safety Audits (Facility Audits) Employee and Operator Qualifications Inspection Fleet Inspection Safety & Training Audits Fraud and Abuse Inspection and Monitoring Trip Invoicing Inspection Provider Scorecard Inspection Conduct Division Level Inspections for Compliance to Contract Execute Internal inspections to ensure that MV is compliant with contractual requirements.
Conduct periodic departmental audits and perform daily, weekly, and monthly review of key operational metrics.
Appropriately Staffing Levels Ensure department improvements plans are in place for deficient areas.
General Responsibilities Maintain professional demeanor and appearance.
Manage attendance policy with the team.
Monitor and oversee all quality assurance functions.
Track and manage staff performance.
Track and Review Daily KPIs to provide analytical data and Track compliance to contractual requirements.
Ensure proper training is provided to location staff.
Provide mentoring as required.
Effectively and frequently communicate with location staff and support team members.
Assist in overseeing safety and training programs, plans, and processes, to ensure compliance with company, contract, and regulatory requirements.
Leading by example, drive a safety culture within your department.
Safety is everyone's job.
Proactively and consistently communicate with the client.
Hold yourself accountable and meet all required deadlines and commitments.
Track all action items, following the division action item process, to drive transparency across your department.
Ensure execution of required inspections and investigation into root cause and corrective actions are in place.
Assist with conducting periodic departmental audits.
Implement, promote, and adhere to company policies and procedure.
Timely communication to division leadership on any needs that you have, that will support your ability to meet these role expectations.
Talent Requirements:
High School diploma; college degree preferred.
Must have a minimum of three (3) years' experience in customer service environment.
Excellent speaking, writing, and organization skills.
Ability to communicate effectively at all levels.
Make six (6) new community contacts per year.
Conduct transit education classes/seminars six (6) times per year.
General knowledge of windows-based computer operating systems.
Knowledge of service area.
Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
Assist in identifying validity of the liquidated damages through investigation.
Assist Risk Management with investigations of accidents/incidents.
Ensure all reconciliations are completed timely and accurately each month.
Promote positive customer service techniques, programs throughout the organization.
During the course of employment, employees may receive and have access to confidential information.
All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.
MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.
Recommended Skills Auditing Coaching And Mentoring Communication Confidentiality Coordinating Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
Notice at Collection and Privacy Policy for California Job Applicants California Privacy Rights Act Request Form California CPRA Authorized Agent Designation Form MV Transportation is seeking a Contract Compliance/Quality Assurance Manager to ensure MVs compliance with the client and MV service quality standards, as well as compliance to the contract.
The position will serve as the clearinghouse for all audits.
The position will work with MV's local staff, corporate teams, regional resources, Client Personnel, and external agencies to schedule, prepare for and confirm compliance with all state, Federal, and Local regulatory audits, and recommendations.
Duties/ResponsibilitiesContract Compliance Governance The Contract Compliance and Quality Assurance Manager will facilitate Monthly contract review meetings with the following to discuss performance quality and compliance to the contract.
During these sessions the Contract Compliance and Quality Assurance Manager will discuss prior month issues, current questions, and concerns.
If deficiencies are found, then the cause needs to be determined and action taken to ensure that deficiency is prevented from re-occurring.
All Major issues are reported to the client with regards to Providers, Subcontractors, Service providers, and MV Team.
this position is also accountable for managing any contract amendments that need to be documented and approved.
QA/Compliance Plan This plan sets forth the plan and tools to be utilized by QA to confirm compliance with the standards of the contract.
QA will ensure the following:
Preparing reports by collecting, analyzing, and summarizing data Carefully maintain a compliant and non-conformance processing through records and tracking systems, including root causes and corrective actions.
Document quality assurance activities with internal reporting and audits Interpret, Build Upon, and comply with company quality assurance standards.
Assist operations in tracking, documenting, and reporting quality & operational issues as well as contractual KPI trends.
Ensure adherence to Safety Guidelines as well as contractual obligations.
Submit Reports to Clients and Internal Departments for Verification, Reconciliation, Validation, and Audits Communications Maintain the division communication strategy/schedule.
Interacts with client staff.
Facilitates monthly contract compliance reviews.
Represents MV at client events as requested.
Ensure compliance to the MV/Provider Operational Communications Policy and standard.
Conduct InspectionsExecute, Report results to MV and client governance teams, and then evaluate results with the providers and jointly develop improvement plans for the following quality assurance inspections:
Ride checks/Field inspections.
Safety Audits (Facility Audits) Employee and Operator Qualifications Inspection Fleet Inspection Safety & Training Audits Fraud and Abuse Inspection and Monitoring Trip Invoicing Inspection Provider Scorecard Inspection Conduct Division Level Inspections for Compliance to Contract Execute Internal inspections to ensure that MV is compliant with contractual requirements.
Conduct periodic departmental audits and perform daily, weekly, and monthly review of key operational metrics.
Appropriately Staffing Levels Ensure department improvements plans are in place for deficient areas.
General Responsibilities Maintain professional demeanor and appearance.
Manage attendance policy with the team.
Monitor and oversee all quality assurance functions.
Track and manage staff performance.
Track and Review Daily KPIs to provide analytical data and Track compliance to contractual requirements.
Ensure proper training is provided to location staff.
Provide mentoring as required.
Effectively and frequently communicate with location staff and support team members.
Assist in overseeing safety and training programs, plans, and processes, to ensure compliance with company, contract, and regulatory requirements.
Leading by example, drive a safety culture within your department.
Safety is everyone's job.
Proactively and consistently communicate with the client.
Hold yourself accountable and meet all required deadlines and commitments.
Track all action items, following the division action item process, to drive transparency across your department.
Ensure execution of required inspections and investigation into root cause and corrective actions are in place.
Assist with conducting periodic departmental audits.
Implement, promote, and adhere to company policies and procedure.
Timely communication to division leadership on any needs that you have, that will support your ability to meet these role expectations.
Talent Requirements:
High School diploma; college degree preferred.
Must have a minimum of three (3) years' experience in customer service environment.
Excellent speaking, writing, and organization skills.
Ability to communicate effectively at all levels.
Make six (6) new community contacts per year.
Conduct transit education classes/seminars six (6) times per year.
General knowledge of windows-based computer operating systems.
Knowledge of service area.
Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
Assist in identifying validity of the liquidated damages through investigation.
Assist Risk Management with investigations of accidents/incidents.
Ensure all reconciliations are completed timely and accurately each month.
Promote positive customer service techniques, programs throughout the organization.
During the course of employment, employees may receive and have access to confidential information.
All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.
MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.
Recommended Skills Auditing Coaching And Mentoring Communication Confidentiality Coordinating Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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