The Regional Quality Assurance (QA) Manager serves as the lead for compliance oversight, performance integrity, and continuous improvement across SERCO's workforce contracts in Texas. Reporting directly to the Director of Quality Initiatives, this position supervises the Regional Compliance Specialists and collaborates closely with Operations Managers, Project Directors, and frontline staff to ensure contract fidelity, audit readiness, and alignment with federal, state, and Board-level standards.
The QA Manager plays a central role in risk mitigation, root cause analysis, and developing solutions that drive quality service delivery across all customer groups, including WIOA Adult, Dislocated Worker, Youth, SNAP, TANF/Choices, NCP, and RESEA programs.
Key Responsibilities
Supervision & Leadership
- Directly supervises Regional Compliance Specialists and provides structured guidance, coaching, and performance evaluations.
- Develops monitoring schedules, QA work plans, and cross-regional file review strategies.
- Ensures consistent interpretation and implementation of compliance standards across all contracts.
Contract & Policy Oversight
- Maintains in-depth knowledge of federal (WIOA, TANF, SNAP), state (TWC), and regional (Board) policies and integrates updates into SOPs and training.
- Leads the internal quality control process to ensure timely identification of compliance risks, performance gaps, and procedural inconsistencies.
- Prepares internal reports, trend analyses, and dashboards to monitor contract compliance and suggest corrective actions.
Continuous Improvement & Training
- Designs and delivers training to frontline staff, managers, and compliance team members on topics such as eligibility, data integrity, service documentation, and performance measures (MSG, Credential Attainment, Q2/Q4).
- Partners with the Director of Quality Initiatives to support organizational change efforts, elevate best practices, and increase audit-readiness.
- Collaborates with operations and performance teams to improve customer outcomes and reduce disallowed costs.
Cross-Contract Support & Strategic Alignment
- Serves as a regional liaison to Project Directors, providing proactive support in advance of TWC, Board, or internal monitoring reviews.
- Supports quality assurance and compliance across all six Texas contracts, including WFS South Texas, Heart of Texas, Concho Valley, Brazos Valley, West Central Texas, and Gulf Coast.
- Maintains flexibility to travel onsite for technical assistance, audits, or training delivery based on regional needs.
Minimum Qualifications
- Bachelor’s degree in Public Administration, Business, Social Work, or a related field.
- Minimum 5 years of experience in workforce development, contract compliance, or program oversight.
- At least 2 years of experience in a supervisory or managerial role.
- Demonstrated knowledge of WIOA, SNAP E&T, TANF/Choices, and RESEA programs.
- Experience working across multi-site or multi-contract environments.
Preferred Qualifications
- Advanced degree or credential (e.g., MPA, PMP, CWDP) is preferred.
- Experience with TWIST/WIT, TWC reporting tools, and audit preparation.
Work Environment & Travel
- Primarily remote but must be available for periodic onsite travel across all regions in Texas as needed.