Quality Assurance Manager - Tolling Operations

WSP • Costa Mesa, CA

4d • $78,000 - $125,000 • Onsite

About The Position

WSP is currently initiating a search for a Quality Assurance Manager to support our Tolling Operations Team! This position will sit out of our Costa Mesa, CA office. JOB SUMMARY Primary responsibilities of the Quality Assurance Manager (QAM) include leading 405 Express Lane team to meet all project requirements related to quality and providing assurance to the Authority that the Work of the WSP team is in accordance with the Quality Management Plan (QMP). The QAM ensures consistent quality during the Operations and Maintenance Phase per the QMP. Oversees development, implementation, and ongoing management of the QMP and all other quality related documentation. The QAM will directly supervise the quality team in the performance of their daily duties for the project as outlined in the Standard Operating Procedures.

Requirements

• Strong written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to work independently and under strict deadlines
• Ability to maintain confidentiality and discretion properly
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Should possess an above average skill ability and knowledge of PC computers.
• The ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) on a daily basis.
• The individual should possess the skills and ability to learn and utilize new software products as introduced by the organization.
• Ability to read and comprehend complex instructions, correspondence, and memos.
• Ability to write correspondence and staff memos.
• Ability to effectively present information in one-on-one situations to clients and other employees of the organization.
• Ability to read, analyze, and interpret common project reports and documents.
• Ability to effectively present information to management and public groups
• Must be able to pass background and drug screenings
• Ability to achieve and maintain departmental performance standards
• 3+ years as Quality Assurance Manager on projects of a similar scope to the services on the 405EL Project
• Three (3) years of experience in toll back-office systems (BOS) and customer service center (CSC) operations
• Two (2) years of experience in Quality Assurance
• Specialized training and/or certification in quality management
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Must be able to lift, carry, walk, and stand
• Vision for reading, recording, and interpreting information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Frequent hand/eye coordination to operate computer keyboard and office equipment
• Noise level in the work environment is quiet to moderate

Responsibilities

• Develop, implement, and maintain quality processes, procedures and approaches outlined in the QMP
• Monitor and track quality actions as a goal towards continuous improvement on the project
• Provide a quality assurance review of deliverables and to provide comments to the originator prior to submittal to the Authority.
• Review operational and performance measure/KPI reports generated on the project that are used to monitor and track overall quality and adherence to the QMP on a daily, weekly, monthly, etc. basis.
• Develop, update, and maintain the QMP
• Perform audits identified for the project
• Train personnel on the implementation of the QMP as it directly relates to their job duties.
• Attend all relevant project meetings and meetings with the Authority
• Develop and maintain quality related reports
• Analyze data relevant to all aspects of the overall project performance and to provide information to the management team on lessons learned that can lead to continuous improvement.
• Ensure the quality team is properly staffed and trained
• Evaluate quality staff performance; provide direction and guidance as appropriate
• Participate on the Change Control Board as part of Configuration Management for the BOS
• Review Customer Satisfaction Surveys and develop strategies for continuous improvement
• Perform surveillances on the BOS and CSC Operations on a regular basis
• Ensure all quality records are tracked and properly stored per the project requirements.

Benefits

• WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed