Quality Lead IDRE Eligibility

Capitol Bridge Puerto Rico is seeking an on-site Quality Analyst Lead for our Isabela site located at 699 Industrial Avenue, Isabela PR 00662.

To prepare you for this endeavor, Capitol Bridge Puerto Rico will offer paid, comprehensive training that will provide you with the tools and resources to assist with the highest level of service, support, and professionalism.

Excellent Benefits Plan Includes:

• Health Insurance - medical, dental, vision & pharmacy benefits. (Employer contribution included)
• Company sponsored Life Insurance.
• 401K Retirement plan. Company matching included.
• Vacation Leave and Sick Leave dictated by PR Labor Law.
• Employee Assistance Program
• Paid Training
• Paid Holidays
• Compensation: $45,760/year

The QA Lead – IDRE Eligibility is responsible for supervising and directing the IDRE QC Analyst (QC Auditor) team’s audit activities within the CMS/IDRE and CTS workflow, in accordance with Critical-to-Quality (CTQ) requirements defined by the Project and Quality Management. This role reviews and validates audit results, leads calibration, coaches and develops QC Analysts, creates weekly and monthly QA reports, escalates findings and trends to support compliance, accuracy, and continuous improvement.

This position reports to the ePMO Quality Assurance (QA) Supervisor and Sr. ePMO Manager and directly supervises the QC Analyst (QC Auditor) team. It works closely with Quality Management, Operations, and QC Analysts to meet or exceed customer and internal quality expectations through Capitol Bridge.

Minimum Requirements:

• Lean Six Sigma Green Belt (preferred).
• Prior experience as a QC Analyst (QC Auditor) or in an equivalent quality assurance/quality control role.
• Experience working with a Content Management System (CMS).
• Proficiency with IDRE and/or CMS tools, workflows, or similar case processing/audit systems.
• 3+ years of experience in Quality Assurance/Quality Control, auditing, compliance, or case management, including at least 1 year in a lead, supervisory, or calibration-facilitation capacity (operations environment preferred).
• Demonstrated ability to plan and lead calibration sessions and drive scoring consistency across a team of auditors.
• Strong coaching and performance management skills, with the ability to deliver constructive, actionable feedback.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Proficiency with Office 365 (Excel, Word, Outlook, Teams).
• Strong written and verbal communication skills, including the ability to present audit trends and quality metrics to leadership.
• Strong organizational and time management skills; able to manage competing priorities across a team.

Responsibilities:

• Supervise and direct the daily audit activities of the QC Analyst (QC Auditor) team across CMS/IDRE and CTS workflows.
• Review and validate QC Analyst audit findings for accuracy, consistency, and adherence to CTQs, SOPs, and Quality Management standards.
• Plan, lead, and document calibration sessions to align QC Analyst scoring and ensure consistent application of CTQ definitions.
• Conduct random audits of the QA Analyst’s work to ensure team readiness and verify that all work is being completed accurately and in accordance with established standards.
• Assign and balance audit workload across the QC Analyst team; monitor throughput and completion against schedule.
• Coach, mentor, and develop QC Analysts, including regular one-on-one feedback and support for skill growth.
• Identify performance or quality gaps and initiate corrective action or improvement plans in accordance with applicable policy.
• Compile, analyze, and present audit data, trends, and quality metrics to the QA Supervisor and Sr. ePMO Manager.
• Collaborate with the Operations Team Lead and Training team to communicate identified gaps and support appropriate follow-up actions.
• Escalate systemic quality issues, recurring defects, and process gaps for root cause analysis and resolution.
• Partner with training and process owners to close skill or knowledge gaps identified through audits and calibration.
• Lead or participate in continuous improvement activities (e.g., Kaizen events, root cause analysis, and updating job aids/checklists/CTQs).
• Promote a “quality is everyone’s responsibility” mindset across the QC Analyst team and partner departments.
• Adapt quickly to evolving project guidance, CTQs, and workflow changes in a fast-paced environment.
• Perform other duties as assigned.
• Willingness to work on-site at our Isabela, PR location

Screenings Requested:

• You may receive requests for background checks and or drug screening regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity.

Reasonable Accommodation:

• If you require alternative methods of application or screening, you must approach the employer directly to request this.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may be assigned.
• Capitol Bridge PR is an Equal Opportunity Employer. All employment decisions at CBPR are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate Federal Contractor and E-Verify compliant.

EEO Statement:

Capitol Bridge PR is an Equal Opportunity Employer. All employment decisions at CBPR are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate Federal Contractor and E-Verify compliant.