Manager, Certification Quality and Assurance

BICSI is an Equal Opportunity Employer.

Equal Opportunity Employer Veterans/Individuals with Disabilities.

Know Your Rights: Workplace Discrimination is Illegal.

OUR MISSION

BICSI is a global professional association advancing the information and communications technology (ICT) profession. Guided by the values of integrity, service, and excellence, BICSI supports the development of safe, secure, and reliable ICT infrastructure worldwide.

SUMMARY

Reporting to the Vice President, Certification, the Certification Quality & Accreditation Manager is responsible for leading the Certification Body's (CB) quality management, accreditation maintenance, audit readiness, and continuous improvement activities. This position provides independent quality oversight while supporting compliance with ISO/IEC 17024 accreditation requirements and ensuring the integrity, effectiveness, and continual improvement of certification programs and processes. The role oversees accreditation evidence management, internal quality reviews, corrective action tracking, document control, impartiality monitoring, management review support, and program integrity activities. The Certification Quality & Accreditation Manager maintains sufficient independence from routine certification operations to objectively assess processes, identify risks and quality concerns, recommend improvements, and support ongoing accreditation readiness. The Manager also collaborates closely with the Director of Certification Programs & Operations to support audit readiness, corrective actions, internal quality reviews, accreditation evidence collection, and continuous improvement initiatives.

SUPERVISORY ROLE

This position has no direct people-management responsibilities. The role functions as an individual-contributor manager with responsibility for quality management, accreditation readiness, audit coordination, document control, corrective-action tracking, and related program-integrity activities. The position may provide guidance and direction to staff, contractors, consultants, and vendors engaged in quality management, accreditation support, audit readiness, and compliance activities.

DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The responsibilities listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Accreditation Management & Compliance

• Lead ISO/IEC 17024 accreditation development, implementation, maintenance, and continuous compliance activities.
• Maintain the Certification Body accreditation evidence repository and supporting documentation.
• Coordinate accreditation applications, renewals, surveillance activities, assessor requests, and accreditation audits.

Quality Management System Oversight

• Maintain Certification Body policies, procedures, forms, records, and document-control systems.
• Coordinate internal quality reviews, process audits, work-product audits, recertification audits, and audit-readiness activities.
• Track corrective and preventive actions and monitor timely completion and effectiveness.

Impartiality & Certification Program Framework Support

• Maintain impartiality-related records and documentation, including:
• Conflict-of-interest disclosures
• Recusal records

Complaints, Appeals & Certification Action Records

• Maintain records and documentation related to complaints, appeals, certification actions, and Certification Appeals Panel activities.
• Support documentation of appeal intake, conflict reviews, panel composition, notices, decisions, and closure activities.
• Maintain records associated with certification actions resulting from ethics or disciplinary findings.

Examination & Program Quality Support

• Support exam analytics, psychometric activities, and examination quality initiatives.
• Assist with examination content quality assurance and exam functionality reviews.
• Conduct program integrity reviews related to assessment and certification activities.

Vendor Quality Monitoring

• Monitor and document vendor quality performance and compliance activities.
• Review vendor corrective actions, service issues, performance metrics, and quality-related follow-up activities.
• Coordinate with Director of Certification Programs & Operations on operational vendor concerns.

Records Management and Document Control

• Maintain records and document-control systems for:
• Certification Body policies and procedures
• Accreditation evidence

Backup Operational Support

• Participate in cross-training activities and provide backup support for critical certification operations when necessary and when such support does not compromise independent quality oversight responsibilities.
• Coordinate with certification operations leadership to ensure backup assignments are documented and do not create conflicts with quality review responsibilities.

Performs other duties as assigned.

REQUIRED SKILLS & ABILITIES

The successful candidate must demonstrate the following:

• Strong knowledge of certification and accreditation standards and requirements, including ISO/IEC 17024 principles, impartiality, certification decision-making, quality management, documentation control, appeals, complaints, and continuous improvement processes.
• Ability to lead accreditation readiness and ongoing compliance through effective implementation of policies, procedures, records management, quality reviews, corrective actions, and audit preparation activities.
• Strong problem-solving and risk management skills related to certification operations, examination security, credential misuse, appeals, ethics-based certification actions, compliance, and program integrity.
• Exhibits the ability to interpret complex standards, policies, procedures, and regulatory requirements, translating them into clear, actionable guidance for organizational implementation.

Computer Skills

To perform this job successfully, the individual should have knowledge of:

• Microsoft Office 365 or comparable business productivity software, including Word, Excel, PowerPoint, Outlook, Teams, and project management applications.
• Experience using document management, records repositories, and quality management systems.
• Certification management systems, credentialing platforms, customer relationship management (CRM) systems, and/or association management systems (AMS).
• Reporting, dashboard, data analysis, workflow management, collaboration, and document management tools.

TRAVEL

Approximately 0–5% domestic travel may be required to support certification activities, conferences, meetings, volunteer engagement, vendor relationships, industry events, and other business needs. Additional travel or extended hours may be required based on certification program schedules, onsite responsibilities, international stakeholder participation, and organizational priorities. Must be able to obtain any travel documentation required.

EDUCATION & EXPERIENCE

Required

• Bachelor's degree in Quality Management, Business Administration, Organizational Leadership, Public Administration, Education, Compliance, or a related field; equivalent education and experience may be considered.
• Minimum of five (5) years of progressively responsible experience in quality management, accreditation, compliance, certification, auditing, or related operational environments.
• Experience managing quality systems, audit programs, document control processes, corrective actions, and compliance initiatives, or a related operational environment.
• Experience supporting accreditation programs, regulatory compliance activities, or management system standards, or a related operational environment.

Preferred

• Experience working within an accredited certification body or credentialing organization.
• Experience supporting certification programs accredited to, or preparing for accreditation under, ISO/IEC 17024 or comparable personnel certification standards.

PHYSICAL REQUIREMENTS

The physical demands and work environment described below are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This position operates primarily in a professional office environment and routinely uses standard office equipment, including a computer, phone, and other business technology. The role requires frequent communication with staff, senior leaders, Board members, volunteers, candidates, certificants, vendors, consultants, and external stakeholders. The employee is regularly required to sit, speak, hear, read, use a computer, and operate office equipment. The employee is occasionally required to stand, walk, reach, lift, or move items up to 25 pounds. The regular work schedule is generally 40 hours per week, Monday through Friday, during normal business hours. Additional hours may be required to meet business needs, support certification and accreditation activities, participate in meetings or major BICSI events, address time-sensitive matters, or fulfill leadership responsibilities. This position may require domestic and international travel as outlined in the Travel section.

BICSI is an Equal Opportunity Employer.

Equal Opportunity Employer Veterans/Individuals with Disabilities.

Know Your Rights: Workplace Discrimination is Illegal.