• Quality Assurance Manager

    Job Locations US-MD-Baltimore
    Posted Date 4 months ago(1/19/2018 12:55 PM)
    Requisition ID
    2018-1728
    Category (Portal Searching)
    Operations
  • Overview

    The Government Solutions Division of Black Box Network Services is an information systems integrator that designs, implements and maintains telecommunications and data solutions for Federal customers worldwide.

    Black Box is seeking a qualified Quality Assurance Manager, contingent upon contract award, in Baltimore, MD.

    Responsibilities

    Duties and Responsibilities:

    The Quality Assurance Manager will oversee the implementation and administration of the Black Box quality management system in support of the Social Security Administration agency-wide transition to a single enterprise Unified Communications solution.  The QA Manager will be responsible for interfacing, supporting and advising the Program Manager to ensure that operations are aligned with business objectives and quality requirements.

    Principle duties and responsibilities include the following.  Other duties may be assigned.

    • Develop a program specific Quality Management Plan that documents the processes and tools that will be utilized to ensure the quality of project deliverables, an adherence to schedules, and meeting the customer’s requirements as outlined in the customer’s Quality Assurance Surveillance Plan (QASP)
    • Monitor, track, and report on all quality assurance measures, including Service Level Agreements (SLA) related to the Black Box Program Management Office, service transition, system performance and Operations and Maintenance activities associated with the program.
    • Plan and direct Quality Assurance programs, policies, standards and initiatives. Ensure that performance and quality of service conform to established company standards and goals.
    • Achieve Quality Assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality and customer-service standards; identifying and resolving problems; completing audits and inspections; determining service improvements and implementing change as required.
    • Validates quality processes by establishing service delivery specifications and quality attributes; measuring productivity; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
    • Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, corrective actions, and re-validations.
    • Devise sampling procedures and directions for recording and reporting quality data. Collect and compile statistical quality data. Analyze data to identify areas for improvement in the quality management system.
    • Develop, recommend and monitor corrective and preventive actions. Investigate customer complaints and non-conformance issues. Analyze discrepancies in service or performance and make recommendations for process and procedure updates.

    Qualifications

    Required Skills and Qualifications:

    • Bachelor's degree from an accredited college in a related discipline, with 10 years or more of professional experience. Minimum of 5 years in an IT or technology services based industry.
    • Experience and in-depth knowledge of quality management systems and industry standards including ISO 9001:2015, and ISO 20000.
    • Extensive experience with ITIL® framework and IT service management (ITSM) best practices and processes, including Continual Service Improvement (CSI). ITIL® Intermediate Certifications in Service Lifecycle or Service Capability a plus.
    • ASQ Certifications (CQA, CSQE, CQE, CMQ/OE) are a plus.
    • Experience with Lean Six Sigma methodology and practices. Six Sigma Green or Black Belt certification a plus.
    • Must be familiar with capturing, analyzing, and reporting on performance measures in a services based environment.
    • Must have strong leadership and communications skills and be able to interface effectively with cross functional teams, multiple contractors and with the customer.
    • Requires US Citizen or US Person (Green Card Holder) status with the ability to obtain a Public Trust clearance.

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