Quality Control Manager-MFLC

Position Description & Qualifications

Quality Control Manager

If you love high profile and challenging projects supporting our United States Military and their families, Serco has a great opportunity for you!

As the Quality Control Manager, you will lead the quality management and compliance function for the Military and Family Life Counseling (MFLC) program performance.

Key Responsibilities

In This Role You Will:

• Manage all aspects of quality for the contract, including data collection and reporting. The QCM ensures that all the quality assurance programs, metrics, reports, and data are gathered, managed, and reported within contract standards, and is responsible for ensuring compliance with credentialing and training of all personnel.
• Provide support to ensure effective communication between contractor management, counselors, and Government stakeholders and identify and implement process improvements to ensure the highest standards of quality of operations for counselors.
• Develop, implement, and monitor quality assurance processes, internal controls, and continuous improvement activities to ensure contractual, regulatory, and customer requirements are met.
• Design and maintain the program Quality Management Plan (QMP) and related procedures (audits, metrics, corrective actions, document control).
• Conduct internal assessments and performance reviews to verify compliance with contract requirements and program guidance.
• Track quality metrics, analyze trends, and produce dashboards/briefings for program leadership and the customer as required.
• Manage corrective and preventive action (CAPA) processes, including root-cause analysis and verification of effectiveness.
• Support readiness for customer reviews, inspections, and audits; coordinate responses and documentation.
• Partner with clinical and operations leadership to standardize processes and improve service consistency across locations.
• Maintain configuration control of required plans, SOPs, and recurring deliverables.
• Support training on quality/compliance expectations for staff and subcontractors.

• Other duties may be assigned.

• The job duties listed above are representative and not intended to be all inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description.

Required Qualifications:

To Be Successful in This Role, You Will Have:

• Bachelor's degree (or higher) in quality management, business, healthcare administration, or a related field and related to the job description listed above.
• Minimum 5 years of quality assurance/compliance experience supporting government contracts and/or healthcare/behavioral health services.
• Five years' supervisory experience.
• Five years' experience managing operational efficiencies and quality standards (quality control and quality assurance) for projects or programs of a similar complexity and scope.
• Two years' experience developing and managing QA plans, performance metrics, and CAPA processes.
• Able to demonstrate strong analytical skills; ability to translate data into actionable recommendations.
• Able to demonstrate excellent documentation, writing, and coordination skills.

• Demonstrate intermediate-level competencies in technology and software (i.e., Microsoft Suite, Internet navigation, Smartphone/Tablet and application navigation, video-conferencing platform navigation).

• Must be able to obtain and maintain a DoW Secret Level Security Clearance which requires US Citizenship
• Ability to demonstrate understanding, sensitivity and empathy for service members and their families.
• This position requires you to have a valid driver's license with a clean driving record, and applicable required auto insurance compliant to the local laws and requirements.

Additional Preferred Experience, Education, Certifications:

• Quality certification (e.g., CQA, ASQ, Lean Six Sigma Green Belt/Black Belt) or equivalent experience.
• Familiarity with protecting sensitive information and working within government data-handling requirements.
• Two years' experience working in a mental health field such as social work, psychology, marriage/family therapy, or counseling, and possesses a current license at the independent practice level.
• Two years' experience working with DoD organizations and/or military experience.

• Experience working in a school setting and Department of Defense (DoDEA) schools and community schools related to the job description listed above.

• A current DoW Secret Level Security Clearance which requires US Citizenship

Military Veterans and Spouses are encouraged to apply!

Veterans with a mobile military life and career experience.

Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates for the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process. Submissions to this requisition may be shared with our contractor and subcontractor partners in this effort.

If you are interested in supporting and working with our U.S. Department of Defense and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

The contract is scheduled to be awarded this year, so apply now to meet your future mission and team-mates.

We have multiple positions and locations.

MFLC - Military and Family Life Counseling Services

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .