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.