Transit Quality Assurance Manager #2203-281400-01

The City of Charlotte is the largest municipality in North Carolina and the 17th largest city in the United States, with a total population of more than 872,498 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

The CATS Quality Assurance Manager is responsible for the strategic direction, development, implementation, and management of the Charlotte Area Transit System’s Quality Program and initiatives.

• Responsible for strategic direction and management of quality assurance activities department wide. This includes the development, delivery, evaluation and administration of quality assurance programs supporting CATS mission, vision and goals.
• Moves the organization forward from policy to process, working closely with upper management on scope and direction and throughout various levels of the organization on aspects of the quality program.
• Monitors and evaluates the Quality Management System's effectiveness with a focus on continuous and measurable improvement.
• Creates a standard of consistency across all divisions in quality assurance practices.
• Manages CATS performance scorecard “CATS TRAX,” which is used to measure customer satisfaction, financial stability, employee success and community impact each year, including managing a third-party vendor(s) to provide quarterly updates, annual reports, and surveys.
• Maintains Plans, Manuals, Policies and Procedures for the agency. Makes documents easily accessible through Master Indices and ensures controlled copies are distributed to appropriate personnel.
• Works with all CATS divisions and sections to assure that processes are appropriate, documented, understood, and followed.
• Responsible for organizing and directing periodic Quality Assurance audits of designer, contractor, supplier, and internal operations activities to ensure compliance with documented requirements.
• Oversees CATS records management program, and ensures compliance with applicable federal, state and local requirements.
• Partners with CATS Safety and Security in the implementation of the Agency Safety Plan (ASP) and ASP audits.
• Training of CATS employees on quality requirements and concepts contributing to the development of a culture committed to organizational objectives.
• Supports Operations staff in establishing Quality requirements for operating and maintenance.
• Manage a team of Quality staff, which will include day to day work assignments, supervision, performance coaching, and staff development.
• Plans, budgets and manages the Quality Assurance program.
• Perform related duties as assigned to support department objectives and goals.
• Some travel required.

• Considerable knowledge of the principles, practices, and development of quality assurance (QA) activities.
• Knowledge on how to develop and administer quality plans for capital projects per FTA requirements.
• Knowledge of ISO, Six Sigma tool and Lean Methodology.
• Knowledge of records management practices and applicable laws and regulations.
• Ability to monitor and evaluate Quality Program implementation and effectiveness.
• Ability to implement an audit program for CATS Operations and Capital Projects.
• Ability to analyze reports; recognize trends and apply analytical techniques.
• Ability to analyze problems to make sound recommendations as to their solutions and to prepare working procedures and reports.
• Ability to plan, direct and supervise the work of subordinates.
• Ability to establish working relationships with other departments, public officials and the general public.
• Ability to communicate effectively both orally and in writing.
• Excellent leadership, communication, coaching and team building skills, and a strong customer-service orientation.
• Demonstrated ability to work independently, take initiative, and manage changing priorities. 
• Proficient in Microsoft office suite

• QA experience in public transit.
• Certification as a Quality Engineer, Quality Auditor, or Quality Manager by the American Society for Quality, or the ability to obtain certification within 12 months from date of hire.

• BS or BA degree with major course work in Engineering, Industrial Management, Business or related field.
• Minimum of 8 (eight) years of quality assurance, quality control or related experience
• Minimum of 5 (five) years supervising/directing staff or contractors.

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

Please be aware that effective October 1, 2021 the City of Charlotte and Charlotte Area Transit System requires proof of COVID-19 vaccination as a condition of employment. We are an Equal Opportunity Employer, and as such, will consider reasonable accommodations as required by law.

The City of Charlotte is an Equal Opportunity Employer.

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.