Quality Assurance Manager - SERCO OF TEXAS - LAREDO
LAREDO, TX
About the Job
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.