SUMMARY

• Develops and manages corrective action plans and identifies process improvements
• Collaborates across departments, functions and teams to deliver on - time and within budget
• Proven ability to work under pressure and manage time effectively
• Drives change through process improvement and training
• Established procedures and quality standards for large-scale and small-scale projects and programs
• Developed tools to aid quality analysts and technical writers complete tasks appropriately
• Seasoned business professional with 12+ years of experience in project management and quality management.
• Recognized as a process-driven, collaborative, problem-solver who uses exceptional critical-thinking skills to contribute to team and organizational successes.
• Innovative leader who focuses on results without overlooking customer needs.

PROFESSIONAL EXPERIENCE

Confidential

Quality Assurance Manager

Responsibilities:

• Created internal quality assurance audit approach to align CMMI Level 2 appraisal with organization’s implementation of Scaled Agile Framework (SAFe)
• Oversees activities and performance of distributed team of QA analysts (US and Ireland)
• Provides oversight of external consultants
• Builds relationships with stakeholders to identify and collect data for reporting on contractual critical and key performance indicators
• Manages data collection and reporting of client SLAs and KPIs
• Collaborates with software development teams to create and maintain process documents for implementation of Scaled Agile Framework (SAFe)
• Conducts internal audits of software development products and teams to maintain CMMI Level 2 appraisal
• Identifies opportunities for process improvements
• Collaborates with technology teams to implement identified process improvements
• Leads development and management of quality assurance plan required by government client
• Contributes to RFP process by coordinating with functional area leaders across the organization to identify relevant SLAs and KPIs

Confidential

Quality Manager

Responsibilities:

• Developed a comprehensive quality assurance plan including reporting, policies and procedures and implemented across functional areas
• Tracked and reported Quality Assurance Surveillance Plan metrics
• Conducted audits to assure quality assurance plan was being properly implemented and made corrective / preventative action plan recommendations as needed
• Investigate escalated or high-priority customer complaints and non-conformance issues
• Conduct data analytics to identify areas of risk and implement plans to address
• Identify training needs and organize training interventions to meet quality standards
• Oversight and management of Quality Analysts and Technical Writers

Confidential

Quality Assurance Specialist

Responsibilities:

• Created and managed a call quality monitoring plan to audit inbound calls to customer contact center for defaulted student loans, including oversight of subcontractor resources and quality monitoring team
• Conducted site visits to evaluate training and quality activities and provide recommendations for continual improvements including an audit form and a scorecard
• Developed, recommended and implemented contact center corrective and preventive actions based on inspections, audits and other QA activities, including identifying training needs and organizing training
• Evaluated program and corporate quality assurance standards for effectiveness
• Inspected program procedures and outputs to identify non-conformity issues
• Created and implemented a process to manage requests and escalations from the government
• Managed responses to the government’s requests and escalations to ensure completeness and accuracy of information
• Managed risks and issues associated with program quality in accordance with the program’s risk management plan

Confidential

Program Quality Assurance Specialist

Responsibilities:

• Created and implemented the overall quality assurance approach for a program of 40+ projects and 200+ team members by analyzing the statement of work, considering the Confidential Management Lifecycle requirements and the CMS Expedited Lifecycle requirements
• Reported project audit and review results to program managers
• Created and managed a process and tool for tracking incoming customer requests for additional work or modifications to existing work
• Facilitated meetings for management review and response to customer requests for additional work or modifications to existing work
• Coordinated internal Change Control Board (CCB)
• Developed, documented and implemented program processes and standard operating procedures (SOPs)
• Trained program team on processes and SOPs
• Managed technical writer staff to ensure documentation quality across the program
• Created monthly reports and coordinated with program management team for customer delivery
• Spearheaded a work group organized to improve program level communications across a 200+ person team
• Created an employee satisfaction survey and analyzed responses to develop a plan of action
• Created and implemented an employee recognition program including training managers on the process
• Created and compiled monthly customer reports

Program Controller

Responsibilities:

• Participated in the forecasting, planning, tracking, analysis, and reporting on multiple projects of varying type, size, complexity, and level of risk
• Significant interface with program and project managers, senior technical staff, government customer as well as other functional organizations including contracts, finance, subcontract management
• Worked closely with Program Managers to manage and maintain project risk, issue, action item and decision logs
• Planned and coordinated meetings and special events for program team
• Managed expense report submittals for Program Managers
• Coordinated with Program Managers to maintain active listing of 40+ projects including staff assigned to each project
• Managed day to day work of technical writer staff and project controller staff
• Developed training materials and scheduled required program training for program team of 100+ members
• Managed program onboarding preparations including scheduling training and organizing onboarding activities for new hires
• Developed and implemented program-specific onboarding processes and materials
• Managed SharePoint site and document library set up and access for portfolio of 41+ projects
• Supported Program Managers to create and maintain project forecasts to ensure project resources are properly managed
• Assisted Program Managers in reviewing monthly financial reports
• Mentored junior employees - guided, trained, assisted with career development