Responsible for verifying that each contract products follows a defined process which is in conformance with contractual requirements. Formulate and implement a continuous quality improvement program across the contract that supports process.
Monitor adherence to quality standards in development, testing and business processes and able to produce quantifiable metrics to measure success; ensures test deliverables are prepared per enterprise guidelines
Establish and maintain standard processes, supported by a consistent infrastructure to support business customers.Partner with Business Groups and programs to establish and maintain corporate assessments and certifications.
Plans, develops and implements quality monitoring processes for phone, chat and e-mail responses, monitoring at least one type of interaction for each Knowledge Advisor each month, in most circumstances .
The Quality Management Unit Manager is responsible for overseeing and leading the GHSC-PSM Quality Management Unit (QMU). This may include involvement, as requested by project leadership, in strategic planning, development of organizational objectives and establishment of project goals which are the basis for defining the process requirements necessary to establish and maintain the GHSC-PSM Quality Management System (QMS).
The QC Manager is responsible for planning, coordinating and developing the project - specific QA / QC Plan that incorporates the policies and procedures necessary to deliver a the project fully compliant with the contract documents.
The Sr. Manager Quality and Compliance Improvements role is responsible for the identifying, leading, and managing small, medium, and large projects to correct quality and compliance problems; implement improvements in quality and compliance; and assure continued compliance with evolving quality and compliance requirements.