Director of Quality

Dublin, Ohio, United States | Operations | Full-time

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Firm Mission Statement 

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.    

 

Position Purpose 

This is a unique and exciting opportunity to build the quality program and reduce error rates at the Firm by driving process improvements.  

The Director of Quality will develop and lead the quality program at the Firm. They will be responsible for ensuring high quality output of cases and other filings the Firm submits to USCIS. This person will assess the environment and develop a quality program which will include building a quality team. 

This person will initially bring visibility to quality issues and rework through data analysis. They will perform root cause analysis regarding the quality errors and work with operations leaders to drive process or technological improvements and reduce quality errors. 

This is a collaborative role designed to identify and implement improvements to improve quality and work with operations leaders so that the people doing the work incorporate recommended process improvements and quality checks into their standard work to achieve desired quality metrics. This person will work with operations leaders to implement the quality program as a partnership. train and guide the business on how to measure quality, coach for improvement, and support the team in improving quality. This is a leadership position that will build a team to support these important initiatives.   

 

Essential Job Functions & Responsibilities 

  • Evaluate the current quality environment and design and implement a standardized quality program across multiple teams in a production line that reduces error rates and rework  

  • Implement standardized quality review processes  

  • Determine how to measure the quality of each team’s work and quality holistically and set appropriate quality error rate targets 

  • Perform root cause analysis on quality issues to determine the true issue that needs to be addressed and partner with operations leaders to drive process or technological improvements to address 

  • Build a quality team appropriate to support the new quality program initiatives including hiring, training, and overseeing team members 

  • Create reporting on quality metrics that provides clear visibility to all levels of leadership and the ability to action 

 

Essential Skills, Knowledge & Abilities 

  • Excited to work and thrive in a fast-paced, high-energy, growth environment 

  • Embrace and align with the Firm’s core values 

  • Experience building a quality program across a broad production line in a high growth environment or smaller, less mature organization 

  • Leadership experience building out a team with different levels of leadership layers 

  • Experience with root cause analysis to determine the true reason for quality errors 

  • Experience driving technology or process improvement to improve quality 

  • Ability to work cross-functionally for buy-in  

  • Experience analyzing and presenting data to various levels of leadership in an organization   

 

Minimum Qualifications 

  • BA or BS in related discipline 

  • Five to 10 years’ experience in quality 

  • Experience with engineering process improvements  

  • 5 years’ leadership experience  

  • Strong technological skills 

  • Experience with MS Word, Excel, Project Management and Analytics software 

  • Experience building a quality program from scratch in a high-growth or less mature organization 

  • Experience partnering with the business to root cause quality issues and drive technological or process improvements to improve quality 

  • Located in or available to relocate to Central Ohio and can work in person in the Dublin office  

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