Description

The Manager, Quality Operations provides leadership and oversight to ensure consistent quality standards and data-driven decision making across the Facilities organization. This role leads quality assurance (QA) system design and oversees quality control (QC) monitoring and verification activities. The position delivers internal and client-facing analytics and provides performance feedback to supervisory staff to drive continuous improvement, operational excellence, compliance, and client satisfaction.

PRINCIPAL FUNCTIONS AND DUTIES:

Establishes strategic quality goals and provides leadership to the Quality team to ensure successful execution and alignment with Facilities organizational objectives.

Establishes and maintains a quality management framework aligned with business objectives and requirements while ensuring quality strategies are integrated into operational planning and decision making.

Develops quality assurance plans by identifying critical control points and preventive measures, establishing critical limits, and defining, monitoring, corrective action, and verification procedures; oversees execution and compliance through defined quality control reviews.

Leads the Corrective and Preventive Action (CAPA) program in partnership with department leaders by establishing standards for root cause analysis, ensuring corrective actions are effective, and verifying sustained resolution to prevent recurrence.

Oversees the preparation, review, and approval of quality documentation and reports by collecting, analyzing, and summarizing quality data and trends, including failed processes, stability studies, corrective actions, and re-validations.

Ensures the on-time delivery and continual improvement of both internal and client-facing reporting and analytics, balancing preventive quality insights with performance and compliance findings.

Provides day-to-day oversight of the department/team, develops appropriate metrics to assess performance, ensures job procedures are documented and followed, and provides continuous feedback to evaluate and address performance.

Defines and monitors quality key performance indicators (KPIs), including both quality assurance (process capability, prevention, training effectiveness) and quality control (error rates, audit findings, compliance) measures.

Conducts or oversees independent quality reviews, audits, or assessments to validate adherence to established standards and escalate systemic risks or non-compliance as appropriate.

Serves as the primary quality point of contact for internal leaders and clients, balancing collaboration and partnership with objective quality oversight and enforcement of standards.

Provides strategic oversite and vision for the department and ensures plans and goals are in place and properly communicated regarding the budget and functional processes.

Applies Six Sigma principles to design and support process improvement initiatives.

Stays current with trends and developments in quality management and analytics by participating in professional development activities and professional organizations.

Other duties as needed or assigned.

SKILLS AND ABILITIES REQUIRED:

Self-motivation to proactively complete work with minimal guidance.

Ability to lead and develop teams in a fast-paced, high-demand environment.

Strong accountability to deadlines and quality of work.

Demonstrated ability to analyze data and trends to drive quality and performance improvements.

Able to exercise independent quality judgment while maintaining positive stakeholder relationships.

Strong collaboration skills and enthusiasm for building cross-functional partnerships.

Ability to communicate professionally and effectively, both orally and in writing, at all or

Cass Information Systems, Inc.

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