Director of Operations & Audit Excellence

ADP, Inc.; Acton (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

National Quality Assurance USA is seeking an Operations Director in Acton, MA to lead the USA operations team and oversee auditors and associates across regions. The role requires technical leadership, policy adherence, and process development to meet customer expectations.

You will hire and train staff, manage budgets, and drive improvements across internal procedures and client programs. Strong knowledge of company processes and industry standards is essential for success in this position.

Qualifications

• 4 years quality related experience.
• Bachelor's degree or 4-10 years related experience and/or training.
• Extensive knowledge of the NQA, USA internal/external processes.
• Knowledge of industry standard requirements.

Responsibilities

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

Skills

Quality management experience

Auditor leadership

Education

Bachelor's degree or equivalent experience

Job description

National Quality Assurance USA is seeking an Operations Director in Acton, MA to lead the USA operations team and oversee auditors and associates across regions. The role requires technical leadership, policy adherence, and process development to meet customer expectations.

You will hire and train staff, manage budgets, and drive improvements across internal procedures and client programs. Strong knowledge of company processes and industry standards is essential for success in this position.