Operations Director

Job Description

Job Description

National Quality Assurance

Job Description: OPERATIONS DIRECTOR

1. Role of the Department:

The function of the NQA, USA Operations department is to:

a. Ensure that assessment activities are performed in a highly professional and

technical manner and that the customer’s expectations are exceeded.

b. Hire and train auditors and associates to NQA, USA’s processes and system

manual requirements.

2. Job Purpose

a. Provide leadership to full-time and sub-contracted assessors throughout the areas

that NQA, USA operates.

b. Will be technical resource to all staff and clients

c. Assist in the development of new internal/external processes.

d. Hires and trains staff in accordance with established corporate policies and

procedures.

e. Performs other duties as assigned

3. Qualifications and Experience:

a.   4 years quality related experience.

b.   Bachelors degree or 4-10 years related experience and/or training.

c. Extensive knowledge of the NQA, USA internal/external processes.

d. Knowledge of industry standard requirements.

4. NQA, USA Organizational Chart:

(see controlled copy)

5. Management:

Reports to the General Manager

6. Principal Tasks:

The Operations Director (OPD) is specifically required to:

a. Adhere to budgetary constraints

b. Establish and monitor company wide auditor/associate hiring plans

c. Ensure the integrity of the assessment process

d. Ensure proper auditor/assessor utilization and that scheduling of activities

between regions is being effectively managed

e. Develop monthly metrics/indicators to measure Operation Department

performance (including regions/international efforts)

f. Provide guidance on the use of the company CRM, EQM

g. Interface with the Business Unit Directors on training matters

h. Developing/supporting new initiative activities and standards

Issue 2 Page 1 of 2 May 26, 2023

i. Coordination of company wide multi-site clients

j. Assist with future program development (e.g. new office database, new forms

programs, etc.)

k. Overseeing Program Management execution (Program Manager as needed)

l. Assist with the Standard/Non-standard industry sector technical groups

m. Ensure the Business Units are properly supported/functioning

n. Communicate BUM/industry feedback to proper points of contacts

o. Oversee the file review process (Certificate, Surveillance, Triennial)

p. Oversee the contract review process

q. Implementing monthly operations meetings and providing continuous feedback

to associates/auditor

r. Attend and Present in the NQA, USA auditor conferences

s. Support development of Operations Bulletins

t. Developing resource input information for General Manager review/approval

u.  Ensure that auditor files maintain proper documents (i.e. confidentiality, etc.)

v. Oversee the progress of company projects program development, enhancement)

w. Providing input for the annual NQA, USA budget

x. Overseeing the company wide “Blue List”

y. Providing input to Quality Manager regarding Misuse of the Mark

z. Ensure that auditors/associates are effectively implementing the Systems Manual

aa. Modifying applicable sections of the Systems Manual

bb. Reviewing staff expense reports/time cards as needed

cc. Perform assessment activities as needed.

dd. Ensure completion of confidentiality form.

ee. Identify appropriate staff training needs.