Quality Assurance Manager

JOB SUMMARY:  Responsible for conducting quality assurance reviews of program operations as required and for making recommendations for corrective actions to management staff.

 DUTIES AND RESPONSIBILITIES:

1. Contract Compliance Management:

- Maintain a comprehensive understanding of the statement of work, performance payment conditions, and performance goals.

- Ensure adherence to contract provisions for each funding source by facilitating compliance across program operations.

2. Process Evaluation and Enhancement:

- Evaluate existing procedures and practices to accomplish program objectives effectively.

- Develop and implement alternative methodologies to enhance the achievement of goals and objectives.

3. Risk Assessment and Monitoring:

- Conduct quarterly risk assessments to identify potential operational vulnerabilities.

- Develop monitoring schedules and targets based on risk assessment outcomes to proactively mitigate risks.

4. Standards Establishment and Best Practice Identification:

- Collaborate with the program operations team to establish standards of excellence utilizing both qualitative and quantitative methodologies.

- Identify and disseminate best practices observed in SERCO-operated centers, fostering continuous improvement throughout the SERCO network.

5. Site Assessment and Improvement Planning:

- Conduct site visits to all workforce centers to assess compliance with established standards.

- Develop corrective action plans for centers as necessary, providing comprehensive guidance and arranging on-site training as needed.

6. Continuous Improvement Facilitation:

- Establish and maintain Continuous Improvement Teams at each workforce center and across the entire system.

- Facilitate team meetings, assign tasks effectively, and monitor progress to drive continuous enhancement.

7. Resource Development and Management:

- Identify and develop resources to support operational efficiency.

- Ensure dissemination of reliable resources and information to staff members to optimize performance.

8. Team Management and Oversight:

- Lead a team of Quality Control Specialists, ensuring adherence to policies and procedures.

- Provide oversight and management to ensure the team's effectiveness in meeting established benchmarks.

9. Performance Evaluation and Reporting:

- Conduct follow-up assessments aligned with project benchmarks to determine goal attainment.

- Develop additional action plans when necessary and submit comprehensive site and weekly reports to SERCO management supporting program objectives.

10. Sub-contractor Monitoring and Improvement Recommendations:

- Monitor sub-contractors, on-the-job training, and work experience sites to identify areas for improvement.

- Make recommendations for corrective actions and enhancements as needed to optimize operations.

11. Additional Responsibilities:

- Perform other work-related duties as assigned by management.

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent oral and written communication skills. Bilingual (English/Spanish) preferred.

• Excellent writing skills.

• Knowledge of Workforce Excellence Board and/or Malcolm Baldrige Award principles and standards.

• Knowledge of relevant federal, state, and local regulations affecting workforce center operations.

• Knowledgeable of business practices, administrative procedures, and personnel development.

• Knowledge of computer software and data systems.

• Must be able to travel within the service area.

EDUCATION AND EXPERIENCE:

• BA/BS degree from an accredited college or university with a major in education, business, public administration, or related coursework (Preferred), or equivalent education and experience:

• Five (5) years of experience working in business or community programs, with a minimum of one (1) year of management experience required

• Extensive knowledge of workforce-related programs

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.

• Must have access to reliable transportation in order to travel within the service area.

PHYSICAL DEMANDS: While performing duties of the job, the employee is occasionally required to stand; walk; sit; for long periods of time. The employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds.

WORK ENVIRONMENT: Fast-paced, demanding physically and mentally, will be in constant communication.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.