Quality Assurance Manager (Finance)
TITLE: Quality Assurance Manager
LOCATION: Remote
TRAVEL: Some travel required to meet with team and clients
**CONTINGENT UPON CONTRACT AWARD**
About Us
The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines and extends our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.
About the Team
We are problem solvers working with leading agencies and organizations to help them address many of today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.
What you'll be part of – TPG Culture
At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.
About the Role
The Quality Assurance Manager will oversee the execution of TPG's quality assurance plan to ensure that all aspects of a $350M Department of Justice (DOJ) language services program are compliant with policies and procedures specified by the DOJ, and in accordance with the quality assurance plan.
This includes implementing quality assurance tools and measures to ensure performance is executed in compliance with contract requirements and ISO quality standards. The Quality Assurance Manager will provide expectations to contract staff and partners institute root cause analysis, process improvement, and corrective action measures as necessary.
What You'll Do
Discern and apply contractual requirements to generate a robust quality plan for government approval.
Implement, maintain, and continually improve quality control procedures for all tasks as delineated in TPG's quality assurance plan. Generate and validate programmatic SOP's and documentation to support quality processes as outlined in the statement of work.
Audit Master File records for each interpreter to ensure information is current and accurate.
Ensure that TPG's Interpreter Qualification Matrix listing all interpreters who have been fully vetted, tested, processed, and ready for deployment is current, accurate, and ready to be submitted to the government in electronic form monthly.
Monitor interpreter proficiency and skills via reporting an established evaluation process. Collect and analyze interpreter performance to include customer satisfaction data to identify potential weaknesses and service enhancements that continually improve the quality of interpretation services provided. Generate feedback loop methods within the operations and quality team.
Participate in the recurring review and updating of training materials and internal policies to incorporate best practices and validate on-going compliance.
Lead regularly scheduled and unannounced internal audits on processes and systems.
Lead drafting and development of new policies and procedures.
Perform root cause analysis of performance and compliance issues as necessary.
Determine appropriate corrective actions in coordination with managers.
Track completion and assess the effectiveness of corrective actions.
Immediately inform program management and stakeholders of any potential issue of noncompliance.
Maintain comprehensive and well-organized records of all compliance activities.
Minimum Qualifications & Skills
Minimum of a Bachelor's degree.
Six Sigma quality certification such as Green Belt (preferred).
7 years in quality assurance/control, with experience in geographically disbursed operations.
Experience with interpretation services (preferred).
Effective communication skills; communicate effectively with multiple levels of management, external stakeholders, and customers.
Strong organizational and data analysis and reporting skills.
Ability to foster a positive culture rooted in teamwork, accountability, and shared purpose.
Experience collaborating across all operational support areas to ensure the company's best practices are continuously incorporated and consistently executed across the program.
Ability to multi-task; be observant and anticipate operational needs.
Strong oral, written, and interpersonal communication skills.
Ability to travel as required, within the service area, and to attend meetings, conferences, and training as required to fulfill the obligations and responsibilities of the position.
Thrive in a 24/7 fast paced, ever evolving environment.
Must have a strong knowledge of Microsoft Office Suite and applicable systems used on assigned contracts to draft and edit all incoming/outgoing field reports.
Ability to type 55 wpm.
The Work Environment
This is a remote opportunity where occasional travel will be required. Since this is a remote role, you must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.
Work Schedule
The Quality Assurance Manager must be available to the Government via phone and email between the hours of 8:00 A.M EST to 5:00 P.M. EST, Monday through Friday. Candidates should expect evening and weekend hours will be required. Hours may vary depending on needs and may at times include travel, evenings, holidays, or weekends to meet specific project requirements.
Conditions of Employment
Complete a rigorous culture and competency testing process.
Complete a Drug Test.
Must be at least 21 years of age.
A valid U.S. Driver's license.
Ability to obtain a Public Trust Clearance Tier 2.
Security Clearance/Background Check Requirements
Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
Must be a U.S. Citizen or Permanent Resident.
U.S. Residency requirement - 3 consecutive years in the last 5 years.
Internal background check to the satisfaction of contract requirements.
Physical Requirements/Working Conditions
Standing/Walking/Mobility: Must have mobility to walk sites and attend meetings with other stakeholders and employees.
Climbing/Stooping/Kneeling: 10% of the time.
Lifting/Pulling/Pushing: 10% of the time.
Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
Sitting: Sitting for prolonged and extended periods of time.
For more information about the company please visit our website at https://www.theprovidenciagroup.com
Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.
TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com
