Quality Manager

General Description/Primary Responsibilities

The Quality/Training Manager drives the daily operation of Quality services for the organization. The Quality Manager monitors quality compliance against customer requirements per the statement of work, contract modifications, and contractually mandated acceptable quality levels (AQL’s). Team performance is captured and measured against these requirements. This position designs and studies the efficiency of specific processes and procedures and suggestions for process improvements to leadership.

May work closely with supervisory staff to provide feedback loops for individual performance issues. The Quality Control Manager aggregates data, generates and analyzes reports, and briefs leadership on trends and potential risks. This individual provides statistical data for consumption of supervisors, SPS’s, and both onsite and corporate leadership, in a professional and easy to interpret format. This position supervises non-exempt Quality and Training personnel providing assignments, direction, coaching and disciplinary actions when required.

Essential Job Functions

• Lead Quality and Training Teams for successful execution of objectives for each area
• Apply industry standards, USCIS requirements, and best practices to work instructions across the contract and to auditing and training processes
• Understand, interpret, assess, and write new Standard Operating Procedures for all departments as needed
• Ensure compliance of existing SOPs, review all SOPs for accuracy on an annual basis, work with supervisory staff to make ad hoc updates
• Using MS Office Excel, Access and Word, generates analytical and statistical reports for interested parties, responds to monthly QA (Quality Assurance) report from the client and Customer Feedback Forms.
• Perform assessment and makes recommendations of process improvement changes
• Review clerk quality audits and on clerks/tasks on a periodic basis to validate statistically significant auditing is being completed as required
• Validates and documents results, reports discrepancies and collaborates to resolve quality issues
• Monitors processes continuously to determine adherence to quality and training requirements
• Ensures completion of administrative reporting, daily statistics, logs, and task narratives
• Performs periodic timesheet to task reporting audits
• Evaluates new hire training success, captures data on efficacy and updates materials as needed
• Trains staff, makes recommendations for improvements
• Coordinates existing employee accesses/issues with customer.
• Must have mental ability to concentrate on fine detail such as daily report conciliation
• Must have ability to communicate effectively verbally and in writing
• Abides by and ensures compliance with all company safety and security regulations
• A minimum of 3 years of related experience in the field
• Bachelor’s Degree Program Management, Business or Public Administration, Production/Operation/Manufacturing/Quality Management, Technical Management, Information Systems, or Engineering.
• Within 180 days, must obtain a Six Sigma Black Belt certification from American Society for Quality, International Association for Six Sigma Certification, or the Council for Six Sigma Certification
  
  

Skills Required

• Quality Manager Skills Customer Relations/Service Skills
• Written Communication Skills Oral Communication Skills
• Interpersonal Communication Skills Computer and Keyboard Skills
• Organization and Planning Skills Reading Comprehension Skills
• Time Management Skills Microsoft® Word and Excel
  
  

Other Requirements

This is a public trust position which requires:

• Be able to pass pre-employment drug screen, as needed
• Be able to pass a post offer employment physical abilities test
• Be able to pass government background security clearance check (includes a credit check)
• Must be able to retain a government public trust security level clearance.
• Be a U.S. Citizen
• Be 18 years of age or older
  
  

Diversity, Inclusion, & Engagement At Brillient

At Brillient, we not only accept difference, we promote it, we embrace it, and we thrive on it for the betterment of our clients, our employees, and our culture.

We are proud to be an equal opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other status protected under applicable law.

DISCLAIMER: The above statements are intended to describe the general nature and level of work performed. They are not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned in accordance with business demands and/or contractual requirements.