Serco Inc.

MFLC Quality Control Manager - Herndon, VA

Recruiting Location
RL_VAHQ - Serco-NA Corporate HQ
Work Location
Position Type
Security Clearance

Position Description

Military and Family Life Counseling (MFLC) Quality Control Manager provides confidential, non-medical, short-term, counseling services. The non-medical counseling approach is psychoeducational, which helps participants learn to anticipate and resolve challenges associated with the military life. Support is aimed at preventing the development or exacerbation of mental health conditions that may detract from military and family readiness. The contract is centrally managed by the Office of the Deputy Assistant Secretary of Defense for Military Community and Family Policy.

Management and Oversight: The Quality Control Manager (QCM) will be responsible for managing all aspects of quality for the contract, including data collection and reporting. The QCM will ensure that all of the quality assurance programs, metrics, reports, and data are gathered, managed, and reported within contract standards, and the QCM is responsible for ensuring compliance with credentialing and training of all personnel. The QCM will ensure effective communication between management, counselors, and Government stakeholders and identify and implement process improvements to ensure the highest standards of quality of operations.

Travel: Travel may be required in order to accomplish mission goals to include evenings and weekends with the ability to use all modes of transportation. This position requires access to US Government facilities and systems. US Citizenship, a valid driver’s license, auto insurance and reliable transportation to travel to assigned locations and nearby facilities is required.

Work Conditions: Flexibility to work non-standard hours as needed in order to properly serve and assist clients. Work is generally performed in a normal office environment where there is minimal exposure to unpleasant and/or hazardous working conditions. Job assignments may require working at client site where working conditions may vary.


Required Qualifications:

  • A bachelor’s degree, at a minimum, from an accredited university or college in business administration, project management, operational excellence, human resources and/or similar academic profession.
  • A minimum of five years’ experience managing operational efficiencies and quality standards (quality control and quality assurance).
  • At least five years of experience managing program operations for an international, globally dynamic, geographically dispersed, rapidly changing, and diverse program environment.
  • At least five years of experience with human resource management and worksite/assignment tracking, financial management, and stakeholder communications.
  • At least five years of experience planning, directing, coordinating, and managing proposed methodologies and approaches of projects.
  • Two years of experience working with a military or DoD organization(s).
  • Active Secret clearance.

Preferred Qualifications:

  • A certification in quality assurance, six sigma, program management, or other related field.
  • Knowledge of military lifestyle through personal and/or professional experience with Military personnel and Military Family members - someone who has in depth understanding about the Military culture and the Command structure, Department of Defense (DOD). Military leadership experience is a plus.
  • Articulates understanding of basic evaluation techniques and use of customer feedback to improve overall program effectiveness/impact.
  • Demonstrates the ability to manage multiple priorities, illustrates attention to detail, and shows evidence of being conscientious regarding deadlines. Ability to work in a collaborative environment with remotely located team members


**Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active.  Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.**

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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