Quality Control Manager-MFLC

Position Description & Qualifications Quality Control Manager If you love high profile and challenging projects supporting our United States Military and their families, Serco has a great opportunity for you! As the Quality Control Manager, you will lead the quality management and compliance function for the Military and Family Life Counseling (MFLC) program performance. Key Responsibilities Manage all aspects of quality for the contract, including data collection and reporting. The QCM ensures that all the quality assurance programs, metrics, reports, and data are gathered, managed, and reported within contract standards, and is responsible for ensuring compliance with credentialing and training of all personnel. Provide support to ensure effective communication between contractor management, counselors, and Government stakeholders and identify and implement process improvements to ensure the highest standards of quality of operations for counselors. Develop, implement, and monitor quality assurance processes, internal controls, and continuous improvement activities to ensure contractual, regulatory, and customer requirements are met. Design and maintain the program Quality Management Plan (QMP) and related procedures (audits, metrics, corrective actions, document control). Conduct internal assessments and performance reviews to verify compliance with contract requirements and program guidance. Track quality metrics, analyze trends, and produce dashboards/briefings for program leadership and the customer as required. Manage corrective and preventive action (CAPA) processes, including root-cause analysis and verification of effectiveness. Support readiness for customer reviews, inspections, and audits; coordinate responses and documentation. Partner with clinical and operations leadership to standardize processes and improve service consistency across locations. Maintain configuration control of required plans, SOPs, and recurring deliverables. Support training on quality/compliance expectations for staff and subcontractors. Other duties may be assigned. The job duties listed above are representative and not intended to be all inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description. Required Qualifications Bachelor’s degree (or higher) in quality management, business, healthcare administration, or a related field and related to the job description listed above. Minimum 5 years of quality assurance/compliance experience supporting government contracts and/or healthcare/behavioral health services. Five years’ supervisory experience. Five years’ experience managing operational efficiencies and quality standards (quality control and quality assurance) for projects or programs of a similar complexity and scope. Two years’ experience developing and managing QA plans, performance metrics, and CAPA processes. Able to demonstrate strong analytical skills; ability to translate data into actionable recommendations. Able to demonstrate excellent documentation, writing, and coordination skills. Demonstrate intermediate-level competencies in technology and software (i.e., Microsoft Suite, Internet navigation, Smartphone/Tablet and application navigation, video-conferencing platform navigation). Must be able to obtain and maintain a DoW Secret Level Security Clearance which requires US Citizenship. Ability to demonstrate understanding, sensitivity and empathy for service members and their families. This position requires you to have a valid driver’s license with a clean driving record, and applicable required auto insurance compliant to the local laws and requirements. Additional Preferred Experience, Education, Certifications Quality certification (e.g., CQA, ASQ, Lean Six Sigma Green Belt/Black Belt) or equivalent experience. Familiarity with protecting sensitive information and working within government data-handling requirements. Two years’ experience working in a mental health field such as social work, psychology, marriage/family therapy, or counseling, and possesses a current license at the independent practice level. Two years’ experience working with DoD organizations and/or military experience. Experience working in a school setting and Department of Defense (DoDEA) schools and community schools related to the job description listed above. A current DoW Secret Level Security Clearance which requires US Citizenship. Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. #J-18808-Ljbffr