<p>The Quality Control Manager is responsible for developing, implementing, and maintaining the quality control program for security operations supporting Access Control, Visitor Control Center, and Security Operations Center functions. This position ensures personnel, processes, documentation, training, and service delivery comply with contract requirements, post orders, company standards, and customer expectations.</p> <p>The Quality Control Manager serves as the primary lead for inspections, audits, trend analysis, corrective action plans, and continuous improvement efforts across ACS, VCC, and SOC operations. This individual works closely with program leadership to identify performance gaps, improve accountability, and ensure operational consistency across all shifts and locations.</p> <p>Responsibilities:</p> <p>Quality Assurance and Compliance</p> <p>Develop, implement, and maintain the site Quality Control Plan in accordance with contract requirements.</p> <p>Conduct scheduled and unscheduled inspections of ACS, VCC, and SOC operations to ensure compliance with post orders, SOPs, and customer directives.</p> <p>Review daily operations, logs, incident reports, visitor processing records, access control procedures, alarm monitoring activities, dispatch actions, and shift turnover documentation for completeness and accuracy.</p> <p>Monitor compliance with credential verification, badge issuance, visitor entry procedures, key control, incident escalation, camera monitoring, alarm response, and emergency notification protocols.</p> <p>Ensure all contract deliverables, required reports, and quality metrics are completed accurately and submitted on time.</p> <p>Maintain inspection records, audit results, and corrective action documentation for internal and external review.</p> <p>Program Oversight</p> <p>Evaluate performance of ACS, VCC, and SOC personnel against established standards and KPIs.</p> <p>Identify operational trends, recurring deficiencies, and process breakdowns, and provide recommendations for corrective action.</p> <p>Conduct root cause analysis on quality issues, service failures, report discrepancies, and compliance concerns.</p> <p>Partner with supervisors and site leadership to implement corrective action plans and track them through completion.</p> <p>Support readiness for customer inspections, audits, and performance reviews.</p> <p>Verify staffing practices, post coverage, and operational execution align with contract requirements.</p> <p>Training and Continuous Improvement</p> <p>Assess training effectiveness and identify gaps in onboarding, refresher training, and post-specific instruction.</p> <p>Work with training and operational leadership to improve employee understanding of procedures, reporting requirements, and performance expectations.</p> <p>Recommend updates to SOPs, work instructions, checklists, and quality standards based on findings.</p> <p>Promote a culture of continuous improvement, accountability, and operational excellence across the program.</p> <p>Reporting and Communication</p> <p>Prepare quality control reports summarizing inspection findings, trends, deficiencies, corrective actions, and overall program health.</p> <p>Brief program leadership on quality performance, risk areas, and recommendations for improvement.</p> <p>Serve as the point of contact for quality-related issues during audits, assessments, and customer meetings.</p> <p>Maintain professional and effective communication with government representatives, program leadership, and cross-functional support teams.</p> <p>Bachelor's degree in business, criminal justice, security management, operations, or related field; equivalent experience may be substituted.</p> <p>5+ years of experience in quality control, quality assurance, contract compliance, security operations, or program oversight.</p> <p>Experience supporting or managing security programs involving access control, visitor control, dispatch, alarm monitoring, or SOC operations.</p> <p>Experience conducting inspections, audits, or compliance reviews in a structured operational environment.</p> <p>Strong knowledge of SOP development, corrective action processes, and performance measurement.</p> <p>Ability to analyze data, identify trends, and produce detailed written reports.</p> <p>Strong leadership, communication, and organizational skills.</p> <p>Proficiency with Microsoft Office Suite, especially Excel, Word, and PowerPoint.</p> <p>Preferred Qualifications</p> <p>Experience supporting federal, DoD, DHS, intelligence community, or other cleared security environments.</p> <p>Knowledge of access control systems, visitor management systems, CCTV monitoring, alarm monitoring, and incident reporting processes.</p> <p>Experience working with multi-site programs and 24/7 operations.</p> <p>Prior experience with contract quality programs, service level standards, and customer-facing performance metrics.</p> <p>Certification in quality management, auditing, or security management is a plus.</p> <p>Core Competencies</p> <p>Attention to detail</p> <p>Operational accountability</p> <p>Critical thinking and problem solving</p> <p>Report writing and documentation</p> <p>Process improvement</p> <p>Inspection and audit readiness</p> <p>Communication and stakeholder engagement</p> <p>Integrity and professionalism</p> <p>Physical and Work Requirements</p> <p>Ability to work in an office, control center, or field environment.</p> <p>Ability to walk sites, conduct inspections, and observe operational performance for extended periods.</p> <p>May require occasional evening, overnight, or weekend support based on shift operations and audit schedules.</p> <p>Ability to travel between program sites if required.</p>