Overview
Quality Control Materials Technician Jobs in United States at Interstate Testing Services
Classification
Exempt
Reports to
Director of Operations
Summary/Objective
The Quality Assurance Manager is responsible for developing, implementing, and overseeing Texas811s Quality Assurance programs to ensure compliance, operational excellence, and continuous improvement. This role leads strategic quality initiatives, ensuring that evaluation methodologies, metrics, and compliance standards align with organizational goals and industry best practices. The Quality Assurance Manager provides leadership to Quality Assurance Specialists, setting expectations for quality standards, coaching performance, and ensuring accuracy in data collection and reporting. Additionally, this position ensures that Texas811s quality assurance processes proactively identify performance gaps, improve service accuracy, uphold customer experience standards, and maintain compliance with regulations and contractual obligations. The Quality Assurance Manager collaborates with key stakeholders across the organization to integrate QA into business operations and maintain alignment with Texas811s strategic direction.
Direct Reports
Quality Assurance Specialists
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Quality Program Development & Oversight
Oversee the development and execution of quality assurance policies, procedures, and evaluation frameworks, ensuring alignment with Texas811s business goals.
Establish, monitor, and update quality review processes, compliance guidelines, and reporting structures to improve service accuracy.
Ensure Quality Assurance Specialists effectively conduct audits, calibrations, and compliance checks, adjusting methodologies as needed.
Implement and manage quality assurance software and analytics tools to monitor performance and process efficiency.
Performance Monitoring & Evaluation
Establish key performance indicators (KPIs) and quality benchmarks to measure and improve service accuracy and compliance.
Ensure statistical sampling is applied to all sources, users, interactions, and processes to facilitate consistent quality evaluations and accurate reporting.
Conduct regular coaching and performance evaluations for Quality Assurance Specialists, identifying trends and areas for improvement.
Utilize data analysis and reporting to recommend enhancements to quality monitoring, training initiatives, and operational processes.
Collaboration & Stakeholder Engagement
Collaborate with Leadership, Operations, Training, and Technology to align quality assurance strategies with organizational objectives.
Partner with Operations, Training, Technology, and Stakeholder Support teams to integrate feedback into compliance monitoring, procedural updates, and service improvements.
Assist with legal and high-profile requests, including subpoenas and incident investigations, by mobilizing resources to ensure timely and thorough responses.
Represent the Quality Assurance Department in organizational meetings, ensuring Quality Assurance initiatives align with Texas811s overall strategic direction.
Develop and deliver training programs, workshop resources, and knowledge-sharing initiatives to enhance employee understanding of quality standards and processes.
Provide timely communication of process changes to affected teams and the Quality Assurance department to prevent avoidable errors and ensure compliance.
Compliance & Continuous Improvement
Conduct internal audits, process evaluations, risk assessments, and root cause analyses to identify opportunities for improvement and mitigate risks.
Ensure Quality Assurance programs comply with industry regulations, legal requirements, and company policies.
Stay informed on industry best practices, quality assurance methodologies, and compliance standards to enhance Quality Assurance delivery.
Lead department-wide projects that enhance evaluation efficiency, optimize review methodologies, and improve service quality.
Ensure effective governance of quality documentation by maintaining accurate process updates, procedural changes, and compliance records in designated repositories for accessibility and transparency.
Monitor and enforce customer experience standards by assessing service quality against Texas811s Service Action Statement and the Connect, Protect, and Respect pillars, implementing corrective actions when necessary.
Ensure Quality Assurance programs comply with industry regulations, legal requirements, and company policies.
Stay informed on industry best practices, quality assurance methodologies, and compliance standards to enhance Quality Assurance delivery.
Leadership & Team Development
Supervise and mentor Quality Assurance Specialists, providing leadership and career development opportunities.
Set expectations for Quality Assurance review accuracy, service compliance, and data integrity within the department.
Develop and execute succession planning strategies to ensure a strong pipeline of Quality Assurance professionals.
Technology, Reports, & Documentation
Maintain updated and accurate quality assurance information, process manuals, and reports, storing all in designated locations for organizational access and visibility.
Document all procedural changes to ensure compliance with documentation governance requirements.
Update and deliver reports for all agents, users, and sources to managers, supervisors, and operations leadership within designated timeframes (monthly, quarterly, ad-hoc, or more frequently as necessary).
Utilize quality assurance software and analytics tools to monitor performance and identify areas for enhancement.
Configure rules and processes within quality assurance software and tools, measure and report progress and results, as assigned based on authorized directives.
Stay updated on industry best practices and technological enhancements in quality assurance and regularly identify gaps and recommend adjustments.
General Expectations
This position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.
Competencies
Strategic leadership and vision to develop and oversee quality assurance programs that align with Texas811s operational goals.
Quality oversight and compliance management to ensure adherence to industry regulations and company policies.
Performance monitoring and evaluation to analyze quality metrics, coach Quality Assurance Specialists, and improve operational accuracy.
Process enhancements, optimization, and efficiency to streamline Quality Assurance procedures and integrate best practices for service improvement.
Stakeholder communication and collaboration to work cross-functionally with Leadership, Technology, Training, and Operations to enhance quality outcomes.
Technology integration and data management to implement Quality Assurance software, data analysis tools, and compliance tracking systems.
Data-driven decision-making to assess quality trends, identify areas for corrective action, and implement preventive measures.
Change management and adaptability to lead Quality Assurance initiatives that support organizational transformation and employee development.
Travel
This role operates primarily in a professional office environment, with expectations for on-site presence and remote work options as determined by the Chief Operating Officer. Additionally, this position may be required to conduct business travel as needed, which may include frequent travel outside the local area and overnight.
Work Environment
This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and virtual meeting tools.
Required Education and Experience
5+ years of experience in quality assurance management, compliance, or process evaluation.
Bachelors degree or certifications in business, quality management, operations management, or a related field is preferred.
Experience managing a team of Quality Assurance Specialists in a corporate or operational setting.
Advanced knowledge of compliance standards, industry regulations, and quality monitoring methodologies.
Proven experience implementing Quality Assurance software, compliance tracking systems, and reporting tools.
Demonstrated success in coaching, mentoring, and developing Quality Assurance staff.
Experience aligning quality programs with business objectives and operational needs.
Strong background in performance evaluation metrics to assess Quality Assurance effectiveness and service quality.
Physical Demands/ADA Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist, or lifting as may be required to file documents or store materials throughout the workday.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Title: Quality Control Materials Technician
Company: Interstate Testing Services
Location: United States
