SUMMARY:   Quality Control Specialist focuses on evaluating project outputs to ensure they meet quality standards and specifications. Their role is essential in verifying that deliverables conform to established requirements and in identifying defects or areas needing improvement.  

1. Perform Quality Inspections

• Inspect Deliverables: Examine deliverables at various stages of the project to ensure they meet specified quality standards.
• Test for Compliance: Conduct testing activities on project outputs to verify that they meet functional and performance requirements outlined in the quality plan.

2. Monitor Quality Metrics

• Track Quality Performance: Use quality metrics defined in the quality management plan to monitor and measure the quality of deliverables.
• Analyze Data: Collect and analyze data on quality metrics, such as defect rates and rework frequency, to assess whether quality goals are being achieved.

3. Identify Defects and Non-Conformities

• Detect Quality Issues: Identify any defects, non-conformities, or deviations from quality standards in project outputs.
• Classify Defects: Document and classify defects by severity to prioritize corrective actions and communicate the impact to project stakeholders.

4. Support Corrective Actions

• Initiate Corrective Measures: Recommend corrective actions to address defects or quality issues, working with the project team to implement these actions.
• Verify Corrections: Re-inspect deliverables after corrective actions to confirm that quality issues have been resolved and standards are now met.

5. Document Quality Findings

• Record Inspection Results: Document the results of quality inspections, tests, and reviews, keeping detailed records of findings and any corrective actions taken.
• Maintain Quality Reports: Create and update quality reports for tracking quality control activities and results, which can be used for future reference or lessons learned.

6. Collaborate with Project Team Members

• Communicate Quality Findings: Share inspection results, defects, and quality concerns with relevant team members, project managers, and the Quality Assurance Manager.
• Work with Quality Assurance: Coordinate with the Quality Assurance team to ensure alignment on quality objectives and methodologies, contributing to continuous quality improvement.

7. Assist in Risk Management Related to Quality

• Identify Quality Risks: Flag potential risks to quality, such as process variations or resource constraints, which could impact the quality of deliverables.
• Support Mitigation of Quality Risks: Work with the project team to implement risk mitigation actions focused on preventing quality failures.

8. Review Quality Documentation

• Verify Completeness and Accuracy: Ensure quality documentation is accurate, complete, and aligns with quality standards.
• Update Quality Control Records: Keep quality records up-to-date with findings from the latest inspections and tests.

9. Participate in Continuous Improvement

• Contribute to Lessons Learned: Provide input on quality challenges and successes for lessons learned sessions, helping to improve quality processes in future projects.
• Suggest Process Improvements: Recommend changes to quality control processes that could enhance the efficiency and effectiveness of quality checks.

10. Report Quality Control Status

• Regular Status Updates: Provide regular updates to the project manager and other stakeholders on quality control status, issues, and trends.
• Escalate Critical Quality Issues: Promptly escalate serious quality issues or trends that could impact project objectives, proposing possible resolution

DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO.
• Maintains working knowledge of the statement of work, performance payment conditions, and performance goals. Facilitates compliance with contract provisions for each funding source.
•  Assists in evaluating current procedures and practices for accomplishing program objectives. Develops and implements alternative methods for improvement of goals and objectives.
•  Works with program operations team to establish standards of excellence using qualitative and quantitative methods.
•  Identifies best practices in centers operated by SERCO and communicates findings to SERCO management as well as throughout the SERCO network.
• Implements prescribed program-related procedures.
• Identifies problem areas and service gaps.
•  Identifies and may prepare reports to program manager on areas that need improvement.
• Interprets policies and procedures.  Makes recommendations to management on policy and procedures changes.
• Determines attainment of goals and develops corrective action plans for One Stop operations, when appropriate.
• Provides step-by-step written and oral guidance for achievement of excellence in the selected areas.
• Conducts or arranges on-site training as needed.
• Identifies and develops resources to be used for support operations. Ensures that reliable resources and information is disseminated to staff.
• Conducts follow-up in alignment with established benchmarks for each project. Determines attainment of goals and develops additional action plans when appropriate.
• Submits site reports in support of Child Care programs operations goals and objectives. Assists in compiling reports, if applicable
•  Conducts follow-up alignment with established benchmarks.
•  Performs other work-related duties as assigned.

DESIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of workforce service programs, human capital management strategies, talent and skills assessment programs, employee training and human resource training, staffing industry experience.
• Skill in interpreting written policies and procedures.
• Ability to effectively communicate, both orally and in writing, and experience in public presentations
• Skill in interpersonal relations.
• Ability to analyze data and prepare reports. Knowledge of WIT and other workforce platforms .
• Ability to operate a personal computer in performance of duties.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint and Access).

EDUCATION AND EXPERIENCE:

• Graduation from an accredited four-year college or university with major course work in social work or a related field is generally preferred.
• An equivalent combination of experience and education may be substituted for degree.
• Experience in social work, counseling, career planning, placement, or related field.

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• PHYSICAL DEMANDS: While performing duties of the job, employees is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extend periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT:  Fast paced, demanding physically and mentally, will be in constant communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

Workforce Solutions for South Texas - Greeter is the first point of contact for all customers and visitors entering our Center. This Greeter will create a welcoming and professional atmosphere while supporting efficient customer flow. The Greeter plays a critical role in assessing customer needs, ensuring proper registration in the Work In Texas / VOS system, and directing individuals to appropriate services, including WIOA programs, Employment Services, Veterans Services, and other workforce development resources. The Greeter helps individuals access resources and guidance needed to successfully move into new career opportunities.

DUTIES AND RESPONSIBILITIES:

• Provides a friendly greeting and suggests the best route for a customer to obtain desired service based on a brief conversation with each customer

• Understands entire office operations sufficiently to direct customers appropriately
• May summarize Workforce Solutions services to customers who ask what we do
• Offers work application and encourages completion when appropriate
• May check for previous work registration or other service and updates MIS systems
• Provides information about community resources

• Assures that needed materials are available to the public near the office entry
• Demonstrates interest and concern for all customers, treating them with respect and care.
• May assist customers by telephone, virtually, or in person using the resource room computers to assess goals, provide information, and assist job seekers transitioning to new employment.
• Assists customers in navigating computer-based information sources such as WorkInTexas.com and My Texas Careers.
• Guides customers on educational opportunities, training programs, and other available resources.
• Explains to customers the variety of software programs available for their use.

• Monitors computers and printers to ensure they are in good working order; performs limited troubleshooting and submits maintenance requests when necessary.
• Operates and monitors the use of fax machines, copiers, and phone banks.
• Provides career and job information through computer systems and printed materials.
• Keeps accurate daily usage records for the Resource Room and performs data entry for various reports.
• Assists in maintaining inventory of Resource Room materials; responsible for the custody, care, and safekeeping of agency property, and manages expendable supplies.
• Conducts outreach phone calls to job seekers listed on UI and Dislocated Worker (DW) reports.
• Assists with curbside and virtual lab services.
• Manages VOS and WorkInTexas systems.
• Meets or exceeds daily, monthly, and year-to-date performance goals.
• Adheres to the mission of SERCO.
• Performs other related duties as assigned.

EDUCATION AND EXPERIENCE:

• High school diploma or GED required.
• Strong customer service orientation with the ability to build rapport, empathy, and trust with a diverse clientele
• Demonstrated knowledge of Workforce Solutions programs and services
• Bilingual (English/Spanish) strongly preferred.
• Excellent verbal and written communication skills.

• Has knowledge of the workplace, jobs, and requirements for entry into those jobs.
• Is able to listen to customers, analyze expressed needs and use good judgment in suggesting how and who at Workforce Solutions can help
• Ability to multitask, prioritize responsibilities, and maintain detailed customer records.

• Proficient in or able to learn various computer software programs, office equipment, and Internet-based tools.
• Able to interact with customers in a positive, respectful, and productive manner.
• Strong organizational and time management skills.
• Experience delivering presentations.

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.
  • PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
  • WORK ENVIRONMENT: Fast paced, demanding physically and mentally, will be in constant communications.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.

The Customer Service Representative (CSR) is essential in assisting job seekers by fostering strong connections, offering personalized support, and linking them to employment services. This position demands strong communication skills, a problem-solving mindset, and a solid understanding of the local job market. The CSR helps individuals access resources and guidance needed to successfully move into new career opportunities.

DUTIES AND RESPONSIBILITIES:

• Adheres to the mission of SERCO.
• Demonstrates interest and concern for all customers, treating them with respect and care.
• Communicates with customers by telephone, virtually, or in person to assess goals, provide information, and assist job seekers transitioning to new employment.
• Reviews and identifies job opportunities for customers and provides referrals to qualified candidates.
• Assists customers in navigating computer-based information sources such as WorkInTexas.com and My Texas Careers.
• Assists customers with the preparation of résumés and job applications.
• Advises job seekers on the local job market, résumé development, application completion, interview techniques, and professional dress.
• Identifies job opportunities and refers qualified candidates to employers or community partners.
• Guides customers on educational opportunities, training programs, and other available resources.
• Explains to customers the variety of software programs available for their use.
• Monitors computers and printers to ensure they are in good working order; performs limited troubleshooting and submits maintenance requests when necessary.
• Operates and monitors the use of fax machines, copiers, and phone banks.
• Obtains and maintains current occupational and labor market information.
• Provides career and job information through computer systems and printed materials.
• Maintains up-to-date information on self-assessments, career planning, occupations, employment opportunities, job market conditions, and other relevant trends.
• Keeps accurate daily usage records for the Resource Room and performs data entry for various reports.
• Assists in maintaining inventory of Resource Room materials; responsible for the custody, care, and safekeeping of agency property, and manages expendable supplies.
• Delivers orientations for job seekers.
• Conducts outreach phone calls to job seekers listed on UI and Dislocated Worker (DW) reports.
• Assists with curbside and virtual lab services.
• Manages VOS and WorkInTexas systems.
• Meets or exceeds daily, monthly, and year-to-date performance goals, including job referrals, referrals to programs, and successful employment outcomes.
• Performs other related duties as assigned.

EDUCATION AND EXPERIENCE:

• High school diploma or GED required.
• Bilingual (English/Spanish) strongly preferred.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to build rapport, empathy, and trust with a diverse clientele.
• Ability to multitask, prioritize responsibilities, and maintain detailed customer records.
• Proficient in or able to learn various computer software programs, office equipment, and Internet-based tools.
• Able to interact with customers in a positive, respectful, and productive manner.
• Strong organizational and time management skills.
• Experience delivering presentations.

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver's License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.
  • PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
  • WORK ENVIRONMENT: Fast paced, demanding physically and mentally, will be in constant communications.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.