Quality Assurance Manager

Overview

Pearce Services is a leading national provider of operations, maintenance, and engineering services for mission-critical telecom and renewable energy infrastructure. We safely service our Wireless, Wireline/Fiber, Network ISP, Wind, Solar, EV Charging, and Energy Storage infrastructure customers around-the-clock.

Pearce Services was founded in 1998 and focused on telecom maintenance and repair. The company added engineering services and developed national field services coverage over the past decade. In March 2020, Pearce partnered with New Mountain Capital and expanded to renewable energy operations and maintenance. The company grew by focusing on safety, quality, technology, and analytics

Job Description - Purpose of the Role

Lead the Quality function by driving operational excellence, customer satisfaction, compliance, and continuous improvement initiatives.

The role is responsible for developing quality frameworks, managing stakeholder relationships, analyzing performance trends, and implementing process improvement projects to enhance business outcomes.

Key Responsibilities

Quality Management

• Lead and manage the Quality Assurance team across multiple processes/accounts.
• Establish and maintain quality standards, scorecards, and audit methodologies.
• Monitor process performance through quality audits and transaction monitoring.
• Ensure adherence to client requirements, SOPs, policies, and compliance standards.
• Drive calibration sessions with operations and clients.

Performance & Analytics

• Analyze quality data, trends, and defect patterns.
• Conduct Root Cause Analysis (RCA) and implement Corrective & Preventive Actions (CAPA).
• Publish quality dashboards, reports, and executive summaries.
• Identify opportunities to improve KPIs, SLAs, and customer experience.

Continuous Improvement

• Lead Lean Six Sigma and process improvement projects.
• Drive automation and productivity improvement initiatives.

Stakeholder Management

• Partner with Operations, Training, Transition, and Client teams.
• Present quality insights and recommendations to senior leadership.
• Manage client quality reviews and governance meetings.
• Influence stakeholders to drive sustainable improvements.

Team Leadership

• Coach and mentor Quality Analysts, Leads, and Managers.
• Conduct performance reviews and development planning.
• Build a high-performance quality culture.
• Drive employee engagement and capability building.

Risk & Compliance

• Ensure compliance with internal controls and regulatory requirements.
• Manage quality risks and mitigation plans.
• Support audits and client assessments.

Required Skills & Competencies

Technical Skills

• Quality Management Systems (QMS)
• Lean Six Sigma Methodologies
• Process Improvement & Automation
• Statistical Analysis & Reporting
• RCA & CAPA
• Audit Management
• KPI/SLA Governance
• MS Excel, Power BI, PowerPoint

Leadership Competencies

• Strategic Thinking
• Stakeholder Management
• Decision Making
• Problem Solving
• Change Management
• Communication & Presentation Skills
• Team Development & Coaching

Preferred Qualifications

• Graduate/Post Graduate in any discipline.
• Lean Six Sigma Yellow Belt (Mandatory).
• Lean Six Sigma Green Belt or Black Belt (Preferred).
• Experience in BPM/BPO/Shared Services/F&A Operations.

Experience

• 8+ years of overall experience.
• 5+ years in Quality Leadership or Operational Excellence roles.
• Proven experience managing stakeholders and leading transformation initiatives.