Operations Process QA Manager (Local to DC)

Job description

from Modaxo careers

Job Summary:

The Quality Assurance (QA) Manager is responsible for overseeing and continuously improving quality processes for supporting a mission-critical system and data of record. This role ensures data integrity, system accuracy, compliance with contractual and regulatory requirements, and operational excellence across software, integrations, and downstream operational workflows (e.g., enforcement, adjudication, payments, and reporting).
The role partners closely with Customer Care, Operations, Research & Development (R&D), Product, and external stakeholders (e.g., client, vendors, payment processors) to proactively identify risks, prevent defects, and drive a culture of quality and accountability.

Job Description:

Quality Strategy & Governance

• Refine and maintain a comprehensive quality management framework covering operational processes, integrations, software releases, configurations, and data flows.
• Establish and refine quality standards, acceptance criteria, and control points aligned with contractual SLAs, regulatory requirements, and customer expectations.
• Own quality-related policies, procedures, and documentation for systems of record.

Process Oversight & Continuous Improvement

• Oversee quality assurance processes across and impacting the system of record.
• Provide quality oversight for production control and mail center processing, ensuring timely, accurate, and compliant handling of enforcement-related outputs (e.g., notices, citations, correspondence).
• Establish and monitor controls for intake, batching, indexing, mailing, and data resolution processes to prevent defects, delays, or compliance issues.
• Lead root cause analysis for defects, incidents, data discrepancies, or processing errors across both system and physical workflows; ensure corrective and preventive actions are implemented and tracked.
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