Quality Assurance Manager

TL;DR

Quality Assurance Manager: Overseeing the quality management program for the USMC Wounded Warrior Call Center with an accent on compliance with PWS and PRS standards. Focus on developing quality control plans, conducting performance audits, and ensuring adherence to HIPAA and cybersecurity requirements.

Location: Must be based in Camp Pendleton, CA

Company

hirify.global provides specialized consulting and management services for government and defense contracts.

What you will do

• Develop, implement, and maintain the Quality Control Plan (QCP).
• Monitor contract performance against PRS metrics and performance standards.
• Conduct call monitoring and quality reviews of customer interactions.
• Analyze performance trends and recommend corrective actions and process improvements.
• Ensure compliance with HIPAA, Privacy Act, cybersecurity, and PII requirements.
• Serve as the Alternate Program Manager when required.

Requirements

• Bachelor’s degree.
• Must have 3+ years of QA/QC experience in a call center or customer service environment.
• Experience developing quality scorecards and monitoring customer interactions.
• Knowledge of quality management methodologies and continuous improvement processes.
• Experience conducting performance audits and compliance reviews.
• Strong leadership and coaching abilities.

Nice to have

• Experience supporting Department of Defense or healthcare contracts.
• Lean Six Sigma or other quality improvement certification.
• Experience preparing executive performance reports and dashboards.

Culture & Benefits

• Full-time employment with a focus on supporting military personnel.
• Opportunity to work on high-impact government and defense contracts.
• Professional environment emphasizing compliance, risk management, and continuous improvement.