Position Description
Quality Manager
2022-54181
If you love dynamic, high op tempo, challenging projects supporting the unique needs of military spouses-Serco has a great opportunity for you! Bring your expertise and collaborative skills to make an impact in the retention of our military personnel, improve access to quality career opportunities for our military spouses, and enhance satisfaction with military life.
Spouse Education and Career Opportunities (SECO) is a Department of Defense program designed to assist military spouses and surviving spouses with education and career planning. SECO services are accessed and branded through the Military OneSource (MOS) program. MOS is the branded Employee Assistance Program for DoD military beneficiaries.
Certified career counselors in the MOS Spouse Career Center provide education and career counseling services to all military spouses associated with the following four Spouse Education and Career Opportunities life cycle stages: career exploration; education, training and licensing; employment readiness; and career connections.
The position will be responsible for real time monitoring of service levels and site performance to ensure effective management of the career center and employment partnership mission requirements. The position will have high visibility to all the operations teams. This position requires the ability to multitask in a fast-paced environment and provide daily recommendations on program optimizations that drive positive service level performance. You will act as the first line of defense in recognizing issues within the operational workflow and will be required to assist in troubleshooting and escalating to the appropriate department as vital.
You will be part of a large, geographically dispersed team that works closely with Serco program management team and other Serco teams to deliver quality services to our military/government customer and military spouses.
In this role, you will be responsible for:
Provide management, direction, and administration of quality management and continuous process improvement programs.
Lead responsibility for preparing, submitting, updating and implementing quality management plan.
Establish quality management processes, checklists, audits and satisfaction surveys.
Responsible for satisfaction survey process.
Develop satisfaction surveys, ensures proper distribution and reviews of survey responses.
Collaborate with designated program managers to provide training, task direction and oversight of designated collateral duty quality inspectors.
Schedule and conduct quality inspections and audits and reviews results.
Investigate and conduct root cause analyses of quality discrepancies, reported quality incidents and adverse satisfaction survey responses and implements corrective actions to prevent recurrences.
Apply root cause findings and lessons learned from quality incidents and findings from holistic performance analyses to develop formal continuous process improvement recommendations to change and improve established program processes and tools.
Coordinate with corporate quality and Yellow Belt process improvement managers for additional training, guidance and assistance.
Prepare quality program results for program reporting requirement.
Cultivate productive working relationships and open communications with designated Government quality representatives.
Other duties may be assigned
Qualifications
To be successful in this role, you will have:
A bachelor's degree in a relevant discipline, such as business administration
At least 5 years of experience in a position inspection, auditing, testing, implementing corrective and preventive measures related to the job description listed above.
At least 3 years of experience leading a remote team.
Must be a United States (US) Citizen.
Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
Proficient in MS Office Suite, data analysis and statistical methods, quality control procedures and relevant standard.
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors.
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Skilled in problem-solving, critical thinking and decision-making.
Highly organized with an emphasis on attention to detail, timeliness, and accuracy.
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously.
Committed to personal learning, and program continuous improvement freely communicating ideas and seeking the best overall output.
Articulates understanding of basic evaluation techniques and use of customer feedback to improve overall program effectiveness/impact.
Must be able to obtain a favorable National Agency Check (NACI) (Desired - Active NACI)
Additional desired experience and skills:
Four (4) years of military program or corporate experience
Knowledge of the mobile military culture and lifestyle
Military leadership experience is a plus.
Experience with Workforce Management software - (forecasting, scheduling, performance tracking, and reporting).
Ability to work in a collaborative environment with remotely located team members.
An active DoD Secret Level Security clearance.
Work Location: REMOTE/Nationwide
Status: Full-Time
If you are interested in supporting and working with our military and military spouses and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
This potential new work is scheduled for the final quarter of 2022, and we would like to speak with you now.
*Serco Inc. is using this posting to identify qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process. *
Military Veterans and Spouses encouraged to apply!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
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ID 54181
Recruiting Location : Location US-VA-Herndon
Category Counseling/Support/Outreach
Position Type Full-Time
Security Clearance NACI
Telework Yes - May Consider Full Time Teleworking for this position
Campaign LPDOLTAP
