Quality Control Manager in Remote

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Job DescriptionJob Description

Overview

The Quality Control Manager (QCM) is responsible for managing contract performance and executing the Quality Control Program for Navy Identification Card Administration (ICA) support services across all DEERS/RAPIDS locations. The QCM ensures services are delivered in compliance with DoD standards, contractual requirements, and performance metrics. The QCM oversees quality assurance activities, monitors workforce performance and staffing, and supports continuity of operations. This role provides technical guidance and training related to DEERS/RAPIDS operations, including site relocations, workstation replacements, Site Security Manager (SSM) administration, and new workstation implementation. The QCM conducts site visits and audits to ensure consistent, compliant, and high-quality service delivery across geographically dispersed locations.

Duties and Responsibilities

• Manage and execute the contract Quality Control Program, ensuring compliance with performance standards and contractual requirements across all ICA sites.
• Monitor contract performance, staffing levels, and workforce readiness to ensure continuity of operations.
• Track, analyze, and report performance metrics, identifying trends and implementing corrective actions as needed.
• Conduct site visits, inspections, and audits to verify compliance with DoD standards, regulations, and DEERS/RAPIDS operational requirements.
• Provide support and training to personnel on DEERS/RAPIDS site relocations, workstation replacements, SSM administration, and new workstation deployments.
• Ensure proper configuration, accountability, and compliance of RAPIDS workstations and associated equipment.
• Coordinate with Operations Manager, Deputy Operations Manager, and Regional Managers to address quality and performance issues.
• Serve as a primary point of contact for the Government COR and QCM/SPAR regarding quality control, compliance, and performance matters.
• Develop and implement corrective action plans to address identified deficiencies or performance gaps.
• Support workforce training efforts to ensure personnel maintain required certifications and adhere to ICA policies and procedures.
• Promote continuous process improvement and standardization of quality practices across all supported locations.

Required Qualifications and Experience

• Bachelor's degree in mathematics, statistics, business, law, engineering, social sciences, physical/applied sciences, or a management discipline such as business administration, accounting, finance, economics, or management information technology; OR minimum three (3) years of relevant professional experience in lieu of a degree.
• Must be a U.S. and have a favorably completed T3, T3R, or equivalent investigation to obtain a favorable determination for assignment to a non-critical sensitive or Enhanced position.
• Experience in data analysis, statistical analysis, financial analysis, or business process improvement.
• Experience implementing or managing quality control or quality assurance programs in a service delivery environment.
• Experience monitoring performance metrics and conducting compliance reviews or audits.
• Strong analytical skills with the ability to identify trends and recommend corrective actions.
• Strong communication and coordination skills with the ability to interact with Government personnel and program leadership.

Qualifications and Experience

• Prior U.S. Navy experience in Human Resources.
• Experience supporting DEERS/RAPIDS ID Card operations, personnel support detachments, or military personnel service centers.
• Experience working on DoD/DoW service contracts supporting personnel administration or credentialing programs.
• Experience supporting customer service delivery in high-volume operational environments.
• Familiarity with DoD/DoW personnel systems, credentialing policies, and installation-level personnel service operations.

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