Quality Control Manager-MFLC

Serco; Alexandria (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Serco is seeking a Quality Control Manager to lead the MFLC program's quality management and compliance for U.S. military families. You will oversee data collection, reporting, and QA programs to ensure contract standards and credentialing requirements are met.

You will develop QA processes, lead CAPA activities, and coordinate with government stakeholders to improve service quality across locations. A DoD clearance and strong documentation skills are essential.

Qualifications

• Bachelor’s degree in quality management, business, healthcare administration, or a related field.
• Minimum 5 years of quality assurance/compliance experience.
• Five years’ supervisory experience.
• Five years’ experience managing operational efficiencies and quality standards.
• Two years’ experience developing QA plans and CAPA processes.
• Strong analytical and documentation skills.
• Proficiency with Microsoft Office and communication tech.
• US Citizenship and ability to obtain DoD Secret level clearance.

Responsibilities

• Manage all quality aspects for the contract, including data collection and reporting.
• Provide support to ensure effective communication between management, counselors, and government stakeholders.
• Develop, implement, and monitor QA processes, internal controls, and continuous improvement.
• Design and maintain the Quality Management Plan and related procedures.
• Conduct internal assessments and performance reviews for compliance.
• Track quality metrics, analyze trends, and prepare dashboards for leadership.
• Manage CAPA processes with root-cause analysis and verification of effectiveness.
• Support readiness for audits and inspections, coordinating responses and documentation.
• Partner with clinical and operations leadership to standardize processes.

Skills

Quality management

Regulatory compliance

CAPA

Data analysis

Documentation

Education

Bachelor’s degree in quality management or related field

Tools

Microsoft Office

Job description

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
• Be able to participate in our customer’s Oral Technical Proposal Presentation prior to award.

Military Veterans and Spouses are encouraged to apply!

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.

Serco’s benefits include the following:

• 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

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.

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.

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.

The position may close earlier if filled or if the application volume exceeds expectations.