Operations Director

Operations Director

Full Time Acton, MA, US

National Quality Assurance

Job Description: OPERATIONS DIRECTOR

1. Role of the Department:

The function of the NQA, USA Operations department is to:

• a. Ensure that assessment activities are performed in a highly professional and technical manner and that the customer’s expectations are exceeded.
• b. Hire and train auditors and associates to NQA, USA’s processes and system manual requirements.

2. Job Purpose

• a. Provide leadership to full-time and sub-contracted assessors throughout the areas that NQA, USA operates.
• b. Will be technical resource to all staff and clients
• c. Assist in the development of new internal/external processes.
• d. Hires and trains staff in accordance with established corporate policies and procedures.
• e. Performs other duties as assigned

3. Qualifications and Experience:

• a. 4 years quality related experience.
• b. Bachelors degree or 4-10 years related experience and/or training.
• c. Extensive knowledge of the NQA, USA internal/external processes.
• d. Knowledge of industry standard requirements.

4. NQA, USA Organizational Chart:

(see controlled copy)

5. Management:

• Reports to the General Manager
• The Operations Director (OPD) is specifically required to:
• a. Adhere to budgetary constraints
• b. Establish and monitor company wide auditor/associate hiring plans
• c. Ensure the integrity of the assessment process
• d. Ensure proper auditor/assessor utilization and that scheduling of activities between regions is being effectively managed
• e. Develop monthly metrics/indicators to measure Operation Department performance (including regions/international efforts)
• f. Provide guidance on the use of the company CRM, EQM
• g. Interface with the Business Unit Directors on training matters
• h. Developing/supporting new initiative activities and standards
• i. Coordination of company wide multi-site clients
• j. Assist with future program development (e.g. new office database, new forms
• k. Overseeing Program Management execution (Program Manager as needed)
• l. Assist with the Standard/Non-standard industry sector technical groups
• m. Ensure the Business Units are properly supported/functioning
• n. Communicate BUM/industry feedback to proper points of contacts
• o. Oversee the file review process (Certificate, Surveillance, Triennial)
• p. Oversee the contract review process
• q. Implementing monthly operations meetings and providing continuous feedback
• r. Attend and Present in the NQA, USA auditor conferences
• s. Support development of Operations Bulletins
• u. Ensure that auditor files maintain proper documents (i.e. confidentiality, etc.)
• v. Oversee the progress of company projects program development, enhancement)
• w. Providing input for the annual NQA, USA budget
• x. Overseeing the company wide “Blue List”
• y. Providing input to Quality Manager regarding Misuse of the Mark
• z. Ensure that auditors/associates are effectively implementing the Systems Manual
• aa. Modifying applicable sections of the Systems Manual
• bb. Reviewing staff expense reports/time cards as needed
• cc. Perform assessment activities as needed.
• dd. Ensure completion of confidentiality form.
• ee. Identify appropriate staff training needs.