Quality Manager & Business Process Improvement Leader

JOB SUMMARY: The Quality Manager & Business Process Improvement Leader serves as the guardian and gatekeeper of the organization's Quality Management System (QMS), providing leadership, guidance, mentoring, coaching, training, facilitation, and independent assurance to ensure the effective implementation and continuous improvement of the QMS. The Quality Manager & Business Process Improvement Leader promotes a culture of quality and accountability while enabling process owners and project teams to take ownership of quality within their respective areas of responsibility. The Quality Manager & Business Process Improvement Leader is accountable for the administration, effectiveness, and continual improvement of the organization's QMS, including the Process Maturity & Risk Assessment Program.

JOB PURPOSE: The Quality Manager & Business Process Improvement Leader is responsible for the overall management, implementation, maintenance, and continual improvement of the Quality Management System (QMS) within the Architecture & Engineering (A&E) organization.

The position ensures that architectural and engineering services, project delivery processes, and business operations comply with applicable ISO 9001 requirements, company policies, client requirements, contractual obligations, and applicable statutory and regulatory requirements.

The position works collaboratively with executive leadership, department leaders, project managers, discipline leaders, and process owners to integrate quality into project execution and business operations rather than treating quality as a separate or downstream function.

The Quality Manager & Business Process Improvement Leader shall also support the development and implementation of Lean Design practices by facilitating process improvement initiatives, coaching teams, and promoting the adoption of Lean Construction Institute (LCI) principles throughout the organization.

JOB DUTIES:

Quality Management System (QMS)

• Manage, maintain, and continuously improve the organization's QMS.
• Provide leadership and guidance for the effective implementation of QMS requirements across departments, disciplines, projects, and support functions.
• Develop, review, update, and control quality policies, procedures, processes, forms, templates, and guidelines.
• Ensure QMS processes are implemented consistently across project delivery and support functions.
• Develop, maintain, and continuously improve the organization's Process Maturity & Risk Assessment Program.
• Plan and coordinate process assessments, QMS assessments, assessor calibration activities, executive assessment reporting, and continuous improvement initiatives.
• Monitor process maturity, organizational maturity, risk trends, assessment findings, and improvement actions, and report results to Executive Leadership.
• Maintain documented information and quality records in accordance with organizational requirements.

• Provide leadership and guidance for the effective implementation of QMS requirements across departments, disciplines, projects, and support functions.

Performance Monitoring & Improvement

• Establish, monitor, and report quality objectives, KPIs, and performance indicators.
• Monitor project and organizational quality performance, including design errors, documentation errors, rework, nonconformances, client complaints, recurring issues, and other relevant quality indicators.

• Analyze trends and identify systemic issues and opportunities for improvement.
• Develop periodic quality performance reports for senior and executive management.
• Recommend improvement initiatives based on objective performance data, assessment results, audit findings, risk trends, and stakeholder feedback.

Auditing & Compliance

• Develop and maintain the organization's internal QMS audit program.
• Plan, coordinate, conduct internal audits and process assessments.

• Verify compliance with applicable ISO 9001 requirements, company standards, approved procedures, contractual requirements, and client requirements.
• Document audit findings and monitor the timely closure of findings and corrective actions.
• Serve as a primary organizational point of contact for QMS-related external audits and assessments.
• Ensure audit results are communicated to appropriate leadership and process owners.

Nonconformance, Corrective Action & Risk Management

• Administer and oversee the organization's Nonconformance Reporting (NCR), Corrective Action, Preventive Action, and Continual Improvement processes.
• Facilitate root-cause analysis and problem-solving activities for significant or recurring quality issues.
• Verify that corrective actions address the identified root cause and are effectively implemented.
• Monitor corrective action effectiveness and escalate overdue or ineffective actions as appropriate.

• Work with Project Managers and design / technical teams to identify quality risks and improvement opportunities.

• Identify systemic and recurring issues that may require organizational-level corrective or preventive action.

• Escalate significant quality risks, recurring issues, and systemic concerns to senior management.

Project Quality Assurance & Support

• Provide independent quality assurance support to Project Managers, discipline leaders, and technical teams.
• Support the establishment and implementation of appropriate project quality requirements and controls.

• Ensure appropriate design review, checking, verification, validation, and approval processes are established and followed.
• Develop, maintain, and oversee the organization's Quality Manual and related QMS documentation.
• Develop and oversee project-specific Quality Plans when required.
• Monitor client feedback and satisfaction and ensure appropriate actions are taken.

• Promote early identification and resolution of quality issues to minimize rework, project disruption, and client impact.

Management Review & Training

• Coordinate and provide input for Management Review meetings.
• Develop and deliver QMS awareness training and quality-related training programs.
• Promote quality awareness, accountability, risk-based thinking, and continual improvement throughout the organization.
• Facilitate Management Review meetings and ensure outputs are translated into corrective actions, improvement initiatives, risk mitigation activities, and QMS updates.

Standards & Regulatory Requirements

• Monitor changes to relevant industry standards, regulations, contractual requirements, and client quality expectations.

• Evaluate potential impacts of changes to the organization's QMS and business processes.

• Advise management and project teams on quality-related matters and recommended improvements.

• Coordinate with appropriate technical and discipline leaders to ensure applicable requirements are incorporated into organizational processes.

Authority

The Quality Manager & Business Process Improvement Leader is authorized to:

• Raise and issue quality nonconformities.
• Request corrective actions from responsible personnel and departments.
• Escalate significant quality issues to senior management.
• Recommend additional review, verification, or control measures where quality risks are identified.
• Monitor compliance with approved QMS procedures and requirements.
• Recommend improvements to the QMS and associated business processes.
• Independently report significant quality concerns to top management.

Key Performance Indicators (Leadership-Defined Quality Objectives & Indicators)

The Quality Manager & Business Process Improvement Leader is responsible for monitoring, analyzing, reporting, and facilitating achievement of leadership-approved quality objectives and performance indicators.

WORK ENVIRONMENT:

Work is performed in a Vestal Corporation office.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and able to operate a computer and other office equipment.
• Must be able to move about the office to access office equipment and other office buildings within the Vestal office complex.
• This position frequently communicates with others and must be able to exchange accurate information.

KNOWLEDGE / SKILL / ABILITY / EDUCATION / EXPERIENCE:

Essential

• Bachelor’s degree in quality management, Industrial Engineering, Systems Engineering, Engineering Management, Business Administration, Architecture, Construction Management, Operations Management, Project Management, or a related field.
• Experience in quality management within an A&E, engineering consulting, architecture, EPC, or construction environment.
• Strong knowledge of ISO 9001 Quality Management System requirements.
• Experience in auditing, corrective actions, root-cause analysis, and continual improvement initiatives.

Preferred

• ISO 9001 Lead Auditor or Internal Auditor certification.
• Professional Engineering (PE) or Architectural registration.
• Lean Six Sigma certification or equivalent quality improvement qualification.
• Project Management professional (PMP)
• American Society for Quality (ASQ) Certified Manager of Quality / Organizational Excellence
• Experience managing ISO certification and external audits.
• Experience with Lean Construction Institute (LCI) principles.
• Experience implementing Lean Design or Lean Project Delivery methodologies.

Experience

Typically, 8 to 12 years of relevant professional experience, including significant experience in quality management, auditing, process improvement, and QMS implementation within an A&E or project-based environment.

Required Competencies

• QMS expertise
• Lean thinking
• Leadership and team management
• Auditing and compliance management
• Analytical and problem-solving skills
• Risk-based thinking
• Strong communication and interpersonal skills
• Technical report writing and presentations
• Stakeholder management
• Attention to detail
• Decision-making and sound judgment
• Ability to influence project teams and leadership
• Commitment to continual improvement

Working Relationships

Internal

• Executive Leadership
• Discipline Leaders
• Project Directors
• Project Managers
• Architects
• Engineers
• IT/BIM/CAD Teams
• Document Control
• Commercial and Contracts
• Procurement
• Human Resources
• Administrative and support functions

External

• Clients
• Consultants
• Certification Bodies
• External Auditors
• Regulatory Authorities
• Subconsultants and Vendors
• Other relevant stakeholders