Quality Control Manager

The Quality Control Manager has responsibility and oversight for the accuracy, completeness, and compliance of inspection reports within federal agency guidelines and regulations. The person in this role will lead a team of quality control specialists to maintain high standards and support our mission of assisting disaster survivors in their recovery efforts. This person establishes and maintains processes and procedures within the department and identifies, develops, and manages Quality Control and Help Desk personnel to provide guidance and support, track efficient delivery of services in accordance with agency service level objectives (SLOs), and measure the accuracy of completed inspection files. Measuring overall performance and operational health in this program is a key element of this role. 

Responsibilities

• Develop and implement quality control procedures and standards for housing inspection services. 
• Review and evaluate housing inspection reports to ensure accuracy, consistency, and adherence to agency guidelines. 
• Identify areas for improvement and recommend corrective actions to enhance service quality. 
• Manage a team of quality control specialists, providing guidance, development, and mentoring. 
• Conduct regular performance evaluations and provide constructive feedback to team members. 
• Foster a culture of excellence, teamwork, and accountability within the quality control department. 
• Provide direction to inspectors on scoping and estimating techniques, proper documentation, customer service enhancements, and agency policies and procedures. 
• Interact daily with inspectors to address questions, cycle times, customer service, and file requirements/expectations. 
• Monitor and ensure compliance with agency regulations and requirements. 
• Generate quality control reports and metrics for senior management and agency partners. 
• Collaborate with agency representatives to address and compliance issues or inquiries. 
• Continuously assess and refine quality control processes to optimize efficiency and effectiveness. 
• Implement best practices and innovative approaches to enhance the quality control function. 
• Communicate quality control findings and recommendations to housing inspectors, senior management, and agency representatives. 
• Assist with the development and delivery of training programs to improve the accuracy and consistency of housing inspection services. 
• Demonstrate how to use various technology and systems required to complete inspections. 
• Enhance inspectors’ effectiveness by gauging skill levels, identifying improvement areas, and providing the appropriate level of training, coaching, and support. 

Qualifications

• Bachelor’s degree or equivalent experience. 
• Minimum two years of management experience. 
• Minimum three years of damage inspection experience. 
• Proficiency with Microsoft Office software applications. 
• Effective problem-resolution and decision-making skills using sound judgment, experience, and facts. 
• Experience establishing performance metrics and using data analytics to make continual improvements preferred. 
• Experience managing performance, holding others accountable, and providing feedback. 
• Self-motivated and manages time and work effectively through prioritization and organization. 
• Strong interpersonal skills and proven ability to establish and maintain professional relationships with clients, potential clients, operations and project staff, and Home Office employees.