What are the responsibilities and job description for the Quality Manger position at Protos Security?
Job Description
Company: Protos Security
Title: Quality Manager
Location: Roanoke, VA
Position Type Full-time, Exempt
Function Operations
THE COMPANY
Protos Security (“Protos” or the “Company”) is the largest technology-enabled Security Officer and Off- Duty Law Enforcement Management company in the U.S. Protos offers its clients a customized and integrated approach to managing security officer and off-duty programs, video monitoring solutions, and video equipment services through over 4,000 vendors and agencies, comprising the industry’s largest network of screened and vetted security officers and off-duty law enforcement, combined with state-of- the-art technology and data analytics. Protos delivers holistic security risk mitigation services to Fortune 500 clients throughout North America, Puerto Rico, and the Caribbean.
Protos was the first, and remains the only, security management company to provide clients with uniformity in timekeeping, incident reporting and useful data analytics that are accessible 24/7 through its proprietary platform. When coupled with a dedicated Client Account Manager, Protos provides a full suite of security solutions that (i) reduces the client’s administrative burden, (ii) improves the quality of service through a flexible, deep vendor network, (iii) enables clients to gain actionable insights/analytics on performance, and (iv) yieldssuperior customer service when compared to other national competitors.
Protos has experienced significant growth in recent years, both organically and through acquisitions. Although Protos was originally established in 2006, the companies’ combined under the Protos umbrella have been in business for more than 70 years and the enterprise is built on an exceptionally strong financial foundation with a long history of operational excellence. Through its parent company Security Services Holdings LLC, Protos has been majority owned since February 2019 by Southfield Capital, a Greenwich, CT based private equity investment firm. Southfield Capital has added significant financial strength, corporate governance, as well as both strategic and acquisition support.
For more information, please visit: https://protossecurity.com/ and https://www.southfieldcapital.com/
THE POSITION
Position Overview & Responsibilities
Protos Security is seeking a Quality Manager to join our Virginia team. The Manager will be responsible for leading and driving quality enhancements to performance, quality assurance, and process compliance throughout the department and between service chain business units, ensuring efficiencies and operational excellence. The Quality Manager will be based in the Roanoke Service Center, with direct reports, and will report to the Director of Quality Experience.
Quality Operations Responsibilities:
- Drive a culture of continuous, creative, quality enhancing improvements by fostering innovation, collaboration, and knowledge sharing among team members.
- Implement data driven metrics to track progress and performance, enabling data- driven decision-making and real-time visibility into key operational metrics.
- Supports Sales, Service, Vendor and Operations management through collaboration and coordination to meet all commitments on time and within resource limitations.
- Value add input for all RFP’s, utilizing quality operational business intelligence between sales and operations.
- Identify root cause analysis of process inefficiencies and develop actionable deliverables to improve systems, processes, and or training for the organization to reach sustainable quality experience.
- Serves as a voice of logic and reason, utilizing data, to support decisions related to Security Supplier performance made by Operations Leaders.
- Streamline quality performance data, logically building impact reporting for quality improvement.
- Evaluates and tracks quality improvements; implements changes as needed; reviews status reports and modifies processes or overall direction as required.
- Builds and facilitates teamwork in department and partnerships across business units
- Utilize strategic analysis techniques to identify issues and develop sustainable process efficiencies.
- Additional duties as directed by management.
- All functions, duties or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures.
Education, Skills and Experience
- Minimum of 5 years’ experience in project management, metrics analysis, process efficiencies, client satisfaction feedback, and demonstrated success in a leadership role.
- Preferred - Formal education and/or certifications in Project Management, Data Analytics, and/or Business Management.
- Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights to improve overall health and performance of a Security industry portfolio.
- Proven track record of successfully leading a team, with the ability to inspire and motivate to achieve outstanding results.
- Ability to lead through influence in a cross-matrix environment.
- Strong Microsoft Office (Excel, Word, Outlook) knowledge and ability to use Excel to provide reporting in various forms. Proficiency in data validation/sorting, formulas.
- Process driven, detailed oriented and highly organized.
- Excellent written and verbal communication skills.
- Critical thinking skills.
Travel
Travel may be required. Travel is expected to be less than 10%.
Compensation
Compensation includes base salary and a discretionary, performance based year-end bonus. The Company offers a competitive benefits package including medical, dental, vision, disability, 401(k), PTO, etc.
Relocation
No relocation packages or reimbursements are available for this position.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The atmosphere is consistent of a professional office setting with normal to busy support center activity. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Protos Security (Single Source Security, LLC) is an equal opportunity employer and encourages all qualified candidates to apply. Protos Security is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
