Quality Manager

Overview

We are seeking an incredibly talented Quality Manager based out of Renton, WA. This challenging position will provide an excellent growth opportunity while improving the infrastructure of the city. We are problem solvers. Creative thinkers. Innovators. We approach each project with fresh ideas and big thinking in pursuit of better answers, better outcomes, and better experiences for our clients. We are resourceful, nimble, and resilient. We work hard together—and with our clients—to deliver high-quality projects that are on time, on budget and beyond expectations.

Responsibilities

This position will report independently to the Corporate Sponsor and directly to the CSC Program Manager for coordination of work and is responsible for the design and implementation of the Quality Management Plan (QMP). This position is 100% dedicated to the quality program for the operations of the program. Specific responsibilities include reviewing, evaluating, and reporting operation results relative to overall and individual performance to established standards; conducting process reviews and analyzing metrics that identify areas of improvement; sampling, reporting, and providing feedback; identifying areas of opportunity for improvement; and developing process improvements.

The Quality Supervisor manages the daily workload of the quality team including providing direction and distribution of assignments, including motivating, coaching, counseling, training, and problem solving through the utilization of resources and available data. This position must have ongoing knowledge of policies/guidelines as directed by management and remain flexible to adjust to other duties based on business needs.

The responsibilities of this position include, but are not limited to the following:

• Establishes and maintains the operations formal Quality Management Plan.


• Develops, documents, implements and assures compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan.


• Monitors and identifies gaps in daily operations including but not limited to the areas of image review/certification, customer service activities and interactions, payment processing, records management, data collections, reporting and staff management.


• Conducts Quality activities for all functional areas of the Customer Service Center.


• Generates monthly Quality reports for submission to the Agency.


• Sets appropriate quality standards.


• Review and provide updates to the Standard Operating Procedures in collaboration with the management team.


• Establishes review techniques and appropriate sample size for all functional areas.


• Schedules regular monitoring of key performance measurements.


• Works with CSC management to identify areas of concern and address issues accordingly.


• Reviews service activities via reports, computer screen, and sampling.


• Measures overall operations team regarding performance trends and areas of improvement.


• Suggests operational improvements and efficiencies to service internal and external customers.


• Effectively communicates via written, verbal, and electronic correspondence.


• Promotes positive work environment by establishing rapport with program staff.


• Monitors and logs employee performance problems according to company policy. Escalates performance issues to the operations team, as applicable, for corrective action, as required.


• Establishes work procedures and processes that support standards, procedures, and strategic directives.

• Perform other tasks as assigned.

Qualifications

Minimum Requirements:

• Bachelor’s Degree (BA/BS) from an accredited four-year college or university or demonstrated equivalent work experience.


• 5 years of leadership on projects of a similar scope to the WSDOT project.


• Quality certification, such as Lean Six Sigma.


• Proven experience with Quality programs and process development required.


• Strong computer skills with emphasis on Microsoft Office Suite (Excel, Access, PowerPoint, Word, Outlook)


• Effective oral and written communication skills and excellent interpersonal skills.


• Statistical analysis to produce key metrics for program preferred.


• Strong process, analytical, time management, and problem-solving skills


• Highly developed sense of integrity and commitment to operational excellence.