Operations Process QA Manager (Local to DC)

Modaxo•Washington, DC

3d•Onsite

About The Position

The Quality Assurance (QA) Manager is responsible for overseeing and continuously improving quality processes for supporting a mission-critical system and data of record. This role ensures data integrity, system accuracy, compliance with contractual and regulatory requirements, and operational excellence across software, integrations, and downstream operational workflows (e.g., enforcement, adjudication, payments, and reporting). The role partners closely with Customer Care, Operations, Research & Development (R&D), Product, and external stakeholders (e.g., client, vendors, payment processors) to proactively identify risks, prevent defects, and drive a culture of quality and accountability.

Requirements

Experience in quality assurance processes for mission-critical systems and data.
Understanding of data integrity, system accuracy, and compliance with contractual and regulatory requirements.
Experience with software, integrations, and operational workflows (e.g., enforcement, adjudication, payments, reporting).
Ability to partner with Customer Care, Operations, R&D, Product, and external stakeholders.
Experience in proactively identifying risks and preventing defects.
Experience in refining and maintaining quality management frameworks.
Experience in establishing and refining quality standards, acceptance criteria, and control points.
Experience in owning quality-related policies, procedures, and documentation.
Experience in overseeing quality assurance processes.
Experience in providing quality oversight for production control and mail center processing.
Experience in establishing and monitoring controls for intake, batching, indexing, mailing, and data resolution processes.
Experience in leading root cause analysis for defects, incidents, data discrepancies, or processing errors.
Experience in identifying trends and systemic risks.
Experience in recommending and driving process improvements.
Experience with test strategies (functional, regression, integration, data validation, UAT support).
Experience in reviewing and approving release readiness.
Experience in prioritizing and resolving defects.
Experience in ensuring data accuracy, completeness, and timeliness.
Experience in overseeing reconciliation processes and quality checks for integrations.
Experience in defining and monitoring data quality metrics and controls.
Experience in ensuring compliance with applicable laws, regulations, and contractual obligations.
Experience in supporting internal and external audits, client reviews, and regulatory inquiries.
Experience in maintaining evidence and documentation for audits and customer assurance.
Experience in leading, mentoring, and developing teams.
Experience in fostering a proactive, detail-oriented, and collaborative quality culture.
Experience in serving as a primary point of accountability for quality-related escalations.
Experience in collaborating with customer-facing teams.
Experience in communicating quality risks, findings, and recommendations.

Responsibilities

Refine and maintain a comprehensive quality management framework covering operational processes, integrations, software releases, configurations, and data flows.
Establish and refine quality standards, acceptance criteria, and control points aligned with contractual SLAs, regulatory requirements, and customer expectations.
Own quality-related policies, procedures, and documentation for systems of record.
Oversee quality assurance processes across and impacting the system of record.
Provide quality oversight for production control and mail center processing, ensuring timely, accurate, and compliant handling of enforcement-related outputs (e.g., notices, citations, correspondence).
Establish and monitor controls for intake, batching, indexing, mailing, and data resolution processes to prevent defects, delays, or compliance issues.
Lead root cause analysis for defects, incidents, data discrepancies, or processing errors across both system and physical workflows; ensure corrective and preventive actions are implemented and tracked.
Identify trends and systemic risks across software and operational processes; recommend and drive process improvements to reduce rework, errors, and customer impact.
Ensure appropriate test strategies are in place (functional, regression, integration, data validation, UAT support).
Review and approve release readiness from a quality and risk perspective.
Partner with R&D and Product to ensure defects are prioritized appropriately and resolved within agreed timelines.
Ensure accuracy, completeness, and timeliness of data across enforcement, citation lifecycle, adjudication, payment, and reporting modules.
Oversee reconciliation processes and quality checks for integrations (e.g., payment processors, DMV/agency systems, third-party vendors).
Define and monitor data quality metrics and controls.
Ensure compliance with applicable laws, regulations, and contractual obligations relevant to parking and traffic enforcement systems.
Support internal and external audits, client reviews, and regulatory inquiries related to quality, data integrity, and system controls.
Maintain evidence and documentation required for audits and customer assurance.
Lead, mentor, and develop production control and mail processing teams.
Foster a proactive, detail-oriented, and collaborative quality culture.
Serve as the primary point of accountability for quality-related escalations.
Collaborate with customer-facing teams to address client-reported issues and prevent recurrence.
Communicate quality risks, findings, and recommendations clearly to leadership and cross-functional partners.