Information Systems Quality Assurance Manager

Looking for IT QA manager that will implement, maintain and provide improvement of a quality management system for the organization that will be ISO 9000, CMMI SVC Level III compliant. The successful candidate should also be hands-on enough to assist with the implementation of a Quality Assurance program on a specific End User Support Contract. He/She will be supporting the organizational level programs and specific contract level programs to provide QA in IT.

Contract level QA responsibilities

• Develop Customer Service surveys and improvement plans in IT
• Assess and Analyze AS-IS state of program and develop road map for TO-BE state
• Develop standard operating procedures in IT
• Participate in design of call, chat, email monitoring forms
• Perform call, chat, and email monitoring and providing trend date
• Use quality monitoring data management systems to compile and track performance at team and individual levels
• Identify key performance issues at the individual and team level
• Monitor customer care responses
• Participate in listening programs to identify customer needs and expectations
• Provide actionable data to the management team as needed
• Provide feedback to the team leaders, and managers
• Prepare and analyze internal and external quality reports for management staff review

Company Level Responsibilities

• Develop and implement standards, policies and procedures for quality compliance
• Performs Internal Audits to a predetermined schedule.
• Completes Corrective Action forms for any findings during the internal audit process
• Performs follow-up audits on corrective actions to ensure that they are closed out in a timely manner and also that the actions taken were effective.
• Reports results of the audits and any deviations from the management system or possible improvements during Management Review Meetings.
• Collects and analyzes all repeatability data.
• Lead and manage organizational Quality Programs over projects
• Monitor the training program with the project/program managers
• Resolve quality issues as required
• Calibration (coordination with external vendors)
• Ensure compliance with governing specification