Quality Lead

Black Box•Plano, TX

17h

About The Position

The Quality Manager leads the enterprise delivery quality framework and the organization’s BICSI certified training program. This role ensures consistent, measurable improvements in service quality across accounts by defining quality standards, conducting independent assessments, driving corrective actions, and enabling delivery teams through structured training and playbooks. Additionally, the position delivers BICSI installation courses and maintains compliance with BICSI credentialing requirements.

Requirements

Deep knowledge of Quality Management Systems and standards, including ISO 9001 and core audit methodologies.
Proficiency with quality metrics and analysis, including COQ/COPQ, CSAT trend analysis, and quality index modeling.
Strong skills in risk management, RCA/CAPA, design controls, and statistical problem‑solving techniques.
Experience using BI/analytics tools for trend analysis, dashboards, and automated scorecards.
Expertise in BICSI installation standards, training delivery, and curriculum execution.
Strong stakeholder management, communication, and executive‑ready reporting skills.
Excellent facilitation, coaching, and instructional design capabilities.
High ownership and accountability for outcomes, with the ability to drive change across teams.
Strong documentation, organization, and planning discipline.
Adaptability to evolving technologies, methods, and enterprise quality expectations.
BICSI trainer accreditation (or ability to obtain within 6 months) for IN101, IN225, IN250, TE350.
Bachelor’s degree in Engineering, Science, or a related field (or equivalent practical experience).
Minimum 8+ years experience in quality management or delivery excellence within a large enterprise, MSP, or field‑services environment.
Proven experience conducting audits, managing quality frameworks, driving corrective actions, and reporting performance outcomes.
Experience designing and delivering training programs; BICSI course delivery experience strongly preferred.

Nice To Haves

Lean Six Sigma (GB/BB)
ISO 9001 Internal Auditor
PMP or related delivery certification.

Responsibilities

Assist in the execution, enhancement, and governance of the organization’s overall quality management program
Establish, maintain, and continuously improve the delivery quality framework, including policies, templates, review checklists, and audit structures used across accounts.
Conduct independent quality assessments to identify risks across delivery teams, field activities, and project workflows to verify adherence to established standards, procedures, and customer expectations and provide early warning triggers for “red” or “yellow” engagements; ensure closure of audit observations and delivery defects.
Facilitate enterprise risk management activities aligned with corporate policies and external standards.
Evaluate service execution against organizational quality frameworks, BICSI installation requirements, and ISO‑aligned guidelines, documenting findings with clear evidence, risk categorization, and recommended corrective actions.
Perform periodic, structured audits—both scheduled and ad‑hoc—to detect deviations, operational gaps, safety concerns, or compliance risks, ensuring all observations are logged, verified, and tracked through closure.
Define and manage methodologies for the quality index, delivery quality score, and metrics such as COQ/COPQ and CSAT.
Track delivery deviations and performance trends to identify systemic issues and initiate corrective actions.
Publish monthly and quarterly scorecards for leadership, highlighting risks, insights, and improvement opportunities.
Lead structured RCA/CAPA efforts and implement process improvements based on audit outcomes, data insights, and customer feedback.
Apply statistical techniques, risk‑based controls, and standardized testing procedures to ensure quality consistency.
Support the design, delivery, and continuous improvement of training programs related to quality processes, standards, and best‑practice execution across delivery teams.
Assist in facilitating workshops, hands‑on sessions, and micro‑learning modules that reinforce key quality expectations, audit readiness, RCA/CAPA skills, and compliance procedures.
Deliver and administer BICSI credentialed installation courses (IN101, IN225, IN250, TE350) and maintain compliance with organizational certification requirements.
Design, update, and facilitate delivery quality workshops, playbooks, and training curricula for ADMs, PMs, and delivery teams.
Track training completion, compliance, and effectiveness through the enterprise LMS.
Partner with ADMs to conduct RCA for low CSAT or escalations and drive actionable improvement plans.
Collaborate with Delivery Operations on data integrity, reporting cadence, and audit trails.
Work with PMs to track project‑level issues affecting service quality and ensure documentation completeness.
Coordinate with HR and L&D to deliver quality capability programs and align on development requirements.
Liaise with Quality SPOCs across horizontals to align standards and share best practices.
Ensure compliance with enterprise policies, local/state/federal requirements, and applicable quality standards (e.g., ISO 9001).
Maintain accurate and complete quality documentation, training evidence, and audit records.