Director, Quality Assurance

Position at MTA Headquarters

JOB TITLE:

Director, Quality Assurance

SALARY RANGE: $126,098 - $134,000

HAY POINTS: 677

DEPT/DIV: MTA HQ/ Security

SUPERVISOR:
Deputy Chief, Security Management

FULL/PART-TIME:
Full-Time

LOCATION:

2 Broadway, New York, NY 10004
* * This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

SUMMARY:

Lead and oversee the development and implementation of centralized auditing and compliance of MTA Security standards, policies, operational procedures, practices, and services. Responsible for the day-to-day management of the quality assurance and control for all MTA Security agencies. Lead, develop, support, and manage the MTA Security agency auditing program with appropriate methodology and metrics for accomplishing and measuring MTA Security performance expectations and objectives.

Implement and execute procedures for and conducts audit, inspection, documentation, reporting, and resolution of quality assurance issues to ensure that MTA standards are being met by all MTA Agency Security staff and leadership. Monitor all operations that affect quality and communicate with external quality assurance officers prior to, during, and following audits and inspections, as needed. Continuously observe and analyze quality data records to intervene with new or adjusted quality control measures to address habitual or newly discovered areas of service or performance deficiencies to improve quality of security.

RESPONSIBILITIES:

* Directly manage, implement, and execute procedures for and conducts audits, inspections, documentation, reporting, and resolution of quality assurance issues at all stages of the quality assurance audit including observation, recommendation of mitigation techniques, improvement plan and documentation and post implementation analyses. Work with agency leadership to ensure quality assurance plans are recognized as essential to improve MTA Security operations and effectively executed at the Agency level.

* Oversee and develop internal systems, tools, and processes to efficiently and continuously observe the quality of MTA Security performance in implementing proactive crime prevention efforts, promptly responding to calls for security calls for service, collaboration with MTA PD, federal, state, and local law enforcement, and other areas of security engagement for the purpose of improving the safety and security of MTA customers and staff.

* Direct the development of routine quality assurance evaluations in collaboration with Security Special Investigations unit(s), MTA Legal, Labor relations, the NY State Inspector General's Office, MTA PD's internal affairs division, and similar agencies within the MTA to ensure that a violation of policies, laws, directives, and/or guidelines are reported in a timely manner to avoid any delays in reporting civil or criminal activities.

Share evaluations, reports and quantitative and qualitative data with MTA legal agencies to ensure transparency and inter-agency information sharing.

* Assist with developing bi-annual quality assurance audits including improvement suggestions, plans for improvement of Security services, and key areas of focus where the quality of MTA Security can be enhanced, redirected, and/or changed or modified to ensure optimum quality of Security engagement throughout the MTA. Recommend better utilization of existing resources such as surveillance, technology, and staffing to improve the quality of Security services offered by MTA Security agencies.

* Oversee the team responsible for field evaluations and interviews with MTA Security staff, field observations of Security operations, and analysis. Review the comprehensive analytical reports generated by analysts for the purpose of improving security and law enforcement crime prevention operations. These reports will support proactive planning, operational effectiveness, and adequate deployment of security and law enforcement personnel. Communicate any immediate areas of concern where poor quality assurance is observed or recognized as inefficient for immediate mitigation and/or correction while documenting all efforts and making proper notification to leadership personnel.

* Direct and use analytical techniques and information-gathering processes for relevant reports. Continuously observe and analyze quality data records to intervene with new or adjusted quality control measures to address habitual or newly discovered areas of service or performance deficiencies. Obtain necessary information such as federal, state, and local law enforcement, counter terrorism, and security data to identify problems, trends, and patterns that may pose a security risk to MTA operations, Security and crime operations efforts where poor quality of Security enforcement is observed.

This measure differs from threat vulnerability risk assessments in that, this role is tasked with addressing the quality of security…