Director, Quality Assurance

Job ID: 13522

Business Unit: MTA Headquarters

Location: New York, NY, United States

Regular/Temporary: Regular

Department: HQ Office of Security

Date Posted: Oct 27, 2025

Description

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, counterterrorism, 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 efforts that exist to address a threat such as whether staff are attentive, alert, collaborating with surveillance monitoring centers, researching information with partnering law enforcement agencies, reporting observations, documenting suspicious activities, writing informative reports, and similar reflections of how a Security staff member is performing to provide quality security services for the benefit of the MTA.

Manage and participate in the deployment of quality assurance improvement plans for agencies that demonstrate poor quality of security engagement. Develop a detailed work plan for improvement which includes clearly defined goals, tasks, resources, and supporting tools to ensure the constituents have ample time and resources to improve in the areas of observation(s). Provide timely support with clearly detailed resources, meetings as needed, and technological resources for improvement. Quality assurance improvement plans should be consistent for all constituents while maintaining a scientific method for evaluation, documentation, and reporting for Security leadership and MTA Executives upon request.

Select, develop, and motivate personnel within the department. Provide career development for subordinates. Provide prompt and effective coaching and counseling of staff within the span of control of the role. Responsible for discipline/termination of employees when necessary. Review performance of staff. Create a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.

Coordinate and participate in efforts for longitudinal quality assurance and compliance planning with law enforcement and security executive staff using data and analytics to draft plans for anticipated personnel needs during events, emergency response, and day to day operations, while identifying areas where efficiencies can be made for improved utilization of MTA resources.

Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES :

Must have knowledge of quality management systems, statistics, quantitative and qualitative data analysis, empirical research methods and procedures including sampling and surveying techniques and analytical skills.

Must have Law Enforcement and/or Security crime analysis experience for operations deployment.

Must have experience meeting report filing deadlines for analysis reports with recommendations, strategy implementations and statistical findings at an executive level.

Demonstrated ability to analyze federal, state, and local law enforcement/ security interagency capabilities, investigative methodologies and authorities.

Must have knowledge of social media, GIS mapping, and cyber intelligence resources for investigative purposes.

Must possess prior experience giving testimony or presentations before governmental entities or public safety and professional organizations.

A working knowledge of police and security activities.

High level of attention to detail is required.

Excellent communication and interpersonal skills.

Excellent organizational and presentation skills.

Demonstrated ability to work with all internal levels within a given organization, including the MTA Board.

Demonstrated ability to communicate and interact well with external agencies. External agencies may include the Governor's Office for New York State, New York City government, elected and other public officials, as well as any staff located at other federal or state agencies or authorities.

Demonstrated ability to work in a high-profile, high-pressure environment effectively.

Demonstrated ability to communicate effectively with key internal and/or external stakeholders.

Must have strong supervisory skills to effectively direct professional staff and technical employees in implementing the short- and long-term goals and direction for the area (s) of responsibility.

Demonstrated ability to complete short- and long-term projects effectively and as efficiently as possible.

Demonstrated proficiency in Statistical software, Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.

EDUCATION AND EXPERIENCE :

Required:

Bachelor's degree in Quality Management Systems , Quality Control, Quality Assurance, Security, Criminal Justice, Homeland Security, Accounting, Public Administration, Statistics, Public Policy or a related field from an accredited college or an equivalent combination of education from an accredited college and experience may be considered in lieu of a degree. An advanced degree in a related field may be substituted for a maximum of 2 ( two ) years' related experience.

Minimum 10 (ten) years' professional experience in quality management systems, auditing, data science and analysis or performing audits / analysis, developing recommendations, implementing strategies, and preparing reports, including at least 3 (three) years in a department head role in a multi-faceted, organization or governmental body preferred, or a minimum 5 (five) years' leadership/supervisory experience.

Preferred:

An advanced degree in related field.

A working knowledge of project management principles and/or data analysis predictive analytics and experience in their application is desirable.

A working knowledge and understanding of the following are highly desirable: Federal, State, and NYC security and penal regulations and laws.

Familiarity with the MTA's policies and procedures.

Familiarity with the MTA's collective bargaining procedures.

GENERAL:

May need to work outside of normal work hours (i.e. evenings and weekends) .

May need to respond to emergency situations on a 24-hour basis .

Travel may be required to other MTA locations or other external sites .

OTHER INFORMATION:

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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Director, Quality Assurance