Management Analyst II / Quality Assurance (QA)
The Management Analyst II / Quality Assurance (QA) works with the Federal Aviation Administration (FAA), FAA Service Center (FSC) program and the Quality Manager to provide professional level analytical work. Work performed by this position involves meeting required quality assurance objectives and following prescribed polices, processes and procedures to ensure program goals are reached.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Analyzes technical, financial and business data to identify trends, issues, root causes, status, etc. in support of management decision-making.
Works independently in analyzing data for QA metrics and to ascertain process improvements objectives for corrective action measures.
Creates and maintains documentation that clearly defines how a business process is performed.
Develops audit reports describing the audit performed, the products/processes that were examined, the issues presented and findings.
Performs administrative duties involved in conducting configuration control board meetings, updating the change request database, updating process assets, posting configuration items to the repository and other configuration management activities.
Maintains the knowledge base repository to ensure knowledge articles are relevant to helpdesk functions, measures article usage, maintains article revisions and reports metrics to management.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor's degree and a minimum of five (5) years' relevant experience, or equivalent combination of education / experience. Bachelor’s degree may be substituted for additional 3 years of relevant experience. Help desk and BMC Remedy experience required. Experience supporting quality assurance/metric analysis activities in an IT business related organization. Experienced in customer service skills, incident management and knowledge management.
CERTIFICATES / LICENSES / REGISTRATION
ASQ or equivalent QA / QE certification
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Knowledge of general business and management principles
Excellent research and analytical skills with ability to identify problems, determine accuracy / relevance of information, evaluate alternatives and make recommendations
Excellent written and verbal communication skills
Ability to work independently or in a team environment
Ability to work effectively with others to achieve goals
Ability to work with customers to assess needs, provide assistance, resolve problems and satisfy expectations
Ability to organize work, set priorities, and handle multiple projects
Skilled proficiency using Microsoft Office (i.e., Word, Excel, Access and PowerPoint)
Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
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 of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.
Bachelor's degree and a minimum of five (5) years' relevant experience, or equivalent combination of education / experience. Bachelor’s degree may be substituted for additional 3 years of relevant experience. Help desk and BMC Remedy experience required.Experience supporting quality assurance/metric analysis activities in an IT business related organization. Experienced in customer service skills, incident management and knowledge management.