Job Description

JOB SUMMARY : The Quality Assurance (QA)/Performance Monitor plays a crucial role in ensuring that project deliverables meet the required quality standards and align with both project and organizational goals. Responsible for conducting quality assurance reviews of program operations as required and for making recommendations for corrective actions to management staff. 

  Develop Quality Management and Performance Plans

• Create the Quality/Performance Plan: Collaborate with the project manager to define quality standards, metrics, and quality control procedures tailored to project requirements.

• Set Quality Objectives: Define quality objectives for the project and outline the processes and tools that will be used to monitor quality throughout the project lifecycle.

2 . Implement Quality Assurance and Performance Processes

• Establish QA Processes: Set up processes for systematic monitoring of project deliverables to ensure quality standards are met.
• Facilitate Quality Audits: Conduct or facilitate quality audits to assess adherence to the established quality management plan and identify areas for improvement.
• Design fair, consistent, and transparent evaluation processes (e.g., annual reviews, 360 feedback).
•  Select appropriate tools and KPIs to measure performance across various roles.
• Ensure evaluation systems are free from bias and legally defensible.

3. Perform Quality Control

• Inspect and Test Deliverables: Conduct inspections and testing on project outputs at different stages to ensure they meet specified requirements and performance standards.
• Document Quality Issues: Record and report any quality issues identified during inspections or testing to the project manager and relevant stakeholders.

4. Provide Feedback and Continuous Improvement

• Identify Improvement Opportunities: Provide feedback to the project team on areas where quality processes can be optimized or improved.
• Support Lessons Learned: Participate in lessons learned sessions, contributing insights on quality issues and improvement recommendations for future projects.
• Facilitate regular one-on-one check-ins to discuss progress, challenges, and opportunities.
• Equip supervisors with skills for delivering constructive feedback.
• Promote a culture of continuous improvement and accountability.

5. Collaborate on Risk Management and identify performance gaps

• Identify Quality Risks: Assess potential risks to quality early in the project and work with the project team to develop mitigation strategies.
• Monitor Quality Risk Mitigation: Ensure quality risk mitigation actions are effectively implemented throughout the project to prevent quality failures.
• Use data and observation to identify underperformance or skill deficits.
• Partner with learning and development teams to create tailored training or development plans.
• Implement Performance Improvement Plans (PIPs) when needed, ensuring documentation and compliance.

6. Training and Communication

• Educate Project Team on Quality Standards: Provide training on quality standards, tools, and processes to the project team members to ensure everyone understands and meets quality expectations.
• Communicate Quality Requirements: Clearly communicate quality expectations, requirements, and any updates to the project team and stakeholders.
• Collaborate with employees on Individual Development Plans (IDPs).
• Identify opportunities for cross-training, mentoring, or stretch assignments.
• Align talent development with succession planning initiatives.

7. Track and Report Performance Metrics

• Maintain accurate records and dashboards to monitor individual and team performance.
• Analyze trends to inform decision-making and strategic workforce planning.
• Report progress to leadership with actionable insights.

 8. Manage Quality Documentation

• Maintain Quality Records: Ensure proper documentation of quality assurance activities, including test results, audit reports, and corrective actions.
• Control Quality Documents: Manage version control for quality-related documents, ensuring they are accurate, up-to-date, and accessible to team members.

9. Support Change Management for Quality

• Assess the Impact of Changes on Quality: When project changes occur, evaluate how these changes may impact quality and work with the project team to adjust quality plans accordingly.
• Implement Corrective Actions: Develop and oversee corrective actions for any deviations from quality standards to ensure project deliverables are within acceptable limits.

 10. Collaborate with Project Stakeholders

• Report Quality Status to Stakeholders: Regularly update project stakeholders on the status of quality metrics, issues, and improvements.
• Facilitate Stakeholder Satisfaction: Work with stakeholders to ensure that deliverables meet their quality expectations and requirements.

DUTIES AND RESPONSIBILITIES:

1. Maintains working knowledge of the statement of work, performance payment conditions, and performance goals. Facilitates compliance with contract provisions for each funding source.

2. Evaluates current procedures and practices for accomplishing program objectives. Develops and implements alternative methods for improvement of goals and objectives.

3. Works with program operations team to establish standards of excellence using qualitative and quantitative methods.

4. Identifies best practices in centers operated by SERCO and communicates findings to SERCO management as well as throughout the SERCO network.

5. Makes site visits to all workforce centers to perform assessment in terms of established standards. Identifies strengths and areas of need of each center.

6. Develops corrective action plans for workforce centers when appropriate. Provides step-by-step written and oral guidance for achievement of excellence in the selected areas. Conducts or arranges on-site training as needed.

7. Creates and maintains Continuous Improvement Teams at each workforce center and across the entire system of workforce centers. Facilitates team meetings, makes appropriate assignments, and monitors results.

8. Identifies and develops resources to be used to support operations. Ensures that reliable resources and information is disseminated to staff.

9. Conducts follow-up in alignment with established benchmarks for each project. Determines attainment of goals and develops additional action plans when appropriate.

10. Develops and submits site and weekly reports in support of program operations goals and objectives to SERCO management.

11. Monitors sub-contractors and on-the-job training and work experience sites, if required, identifies problem areas and makes recommendations for corrective actions and improvements.

12. Performs other work-related duties as assigned.

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

EDUCATION AND EXPERIENCE:

1. BA/BS degree from an accredited college or university with a major in education, business or public administration, or related coursework. Masters degree a plus.
2. Five (5) years of experience working in business or community programs, with a minimum of two (2) years as a project or program manager.
3. Extensive knowledge of workforce-related programs.
4. Knowledge of computer software and program reporting

SPECIAL REQUIREMENTS:

1. Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.

2. Must have access to reliable transportation in order to travel within service area.

PHYSICAL DEMANDS : While performing the 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 and must be able to set up a display area.

WORK ENVIRONMENT : Fast paced, demanding physically and mentally, will be in constant communications.

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.

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