Description

BICSI is an Equal Opportunity Employer.
Equal Opportunity Employer Veterans/Individuals with Disabilities.
Know Your Rights: Workplace Discrimination is Illegal.

OUR MISSION                                                                                                                                                                                                           
BICSI is a global professional association advancing the information and communications technology (ICT) profession. Guided by the values of integrity, service, and excellence, BICSI supports the development of safe, secure, and reliable ICT infrastructure worldwide.

SUMMARY                                                                                                                                                                                                                   
Reporting to the Vice President, Certification, the Certification Quality & Accreditation Manager is responsible for leading the Certification Body's (CB) quality management, accreditation maintenance, audit readiness, and continuous improvement activities. This position provides independent quality oversight while supporting compliance with ISO/IEC 17024 accreditation requirements and ensuring the integrity, effectiveness, and continual improvement of certification programs and processes. The role oversees accreditation evidence management, internal quality reviews, corrective action tracking, document control, impartiality monitoring, management review support, and program integrity activities. The Certification Quality & Accreditation Manager maintains sufficient independence from routine certification operations to objectively assess processes, identify risks and quality concerns, recommend improvements, and support ongoing accreditation readiness.  The Manager also collaborates closely with the Director of Certification Programs & Operations to support audit readiness, corrective actions, internal quality reviews, accreditation evidence collection, and continuous improvement initiatives.

SUPERVISORY ROLE                                                                                                                                                                                             
This position has no direct people-management responsibilities. The role functions as an individual-contributor manager with responsibility for quality management, accreditation readiness, audit coordination, document control, corrective-action tracking, and related program-integrity activities. The position may provide guidance and direction to staff, contractors, consultants, and vendors engaged in quality management, accreditation support, audit readiness, and compliance activities. 

DUTIES/RESPONSIBILITIES                                                                                                                                                                              
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The responsibilities listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. 

Accreditation Management & Compliance

Lead ISO/IEC 17024 accreditation development, implementation, maintenance, and continuous compliance activities.
Maintain the Certification Body accreditation evidence repository and supporting documentation.
Coordinate accreditation applications, renewals, surveillance activities, assessor requests, and accreditation audits.
Prepare and compile audit evidence and documentation required for accreditation assessments.
Monitor accreditation obligations, reporting requirements, deadlines, corrective actions, and follow-up activities.
Identify accreditation gaps, risks, and readiness priorities and provide recommendations to the VP of Certification.

Quality Management System Oversight

Maintain Certification Body policies, procedures, forms, records, and document-control systems.
Coordinate internal quality reviews, process audits, work-product audits, recertification audits, and audit-readiness activities.
Track corrective and preventive actions and monitor timely completion and effectiveness.
Analyze audit findings, complaints, appeals, operational data, and management review outputs to support continual improvement initiatives.
Conduct operational and vendor quality reviews and audits per policy.
Identify quality concerns and escalate significant issues to the VP of Certification.

Impartiality & Certification Program Framework Support

Maintain impartiality-related records and documentation, including:
Conflict-of-interest disclosures
Recusal records
Independent review documentation
Related-body risk assessments
Impartiality monitoring records
Support identification, assessment, mitigation, and monitoring of impartiality risks.
Coordinate with the VP of Certification regarding impartiality concerns, corrective actions, and management review inputs.
Maintain documentation demonstrating separation of certification activities from education and training functions where applicable.

Complaints, Appeals & Certification Action Records

Maintain records and documentation related to complaints, appeals, certification actions, and Certification Appeals Panel activities.
Support documentation of appeal intake, conflict reviews, panel composition, notices, decisions, and closure activities.
Maintain records associated with certification actions resulting from ethics or disciplinary findings.
Ensure complaint and appeal records are maintained securely, confidentially, and in accordance with approved Certification Body procedures.
Provide documentation support and quality review functions without participating in appeal decisions unless formally appointed under approved procedures and conflict-of-interest requirements.

Examination & Program Quality Support

Support exam analytics, psychometric activities, and examination quality initiatives.
Assist with examination content quality assurance and exam functionality reviews.
Conduct program integrity reviews related to assessment and certification activities.
Audit examination administration records, delivery documentation, and supporting operational evidence.
Coordinate with the Director of Certification Programs & Operations regarding examination quality concerns, corrective actions, vendor performance, and process improvements.
Support review and escalation of examination security incidents and documentation.

Vendor Quality Monitoring

Monitor and document vendor quality performance and compliance activities.
Review vendor corrective actions, service issues, performance metrics, and quality-related follow-up activities.
Coordinate with Director of Certification Programs & Operations on operational vendor concerns.
Escalate significant vendor quality, security, compliance, or data management concerns to the VP of Certification.

Records Management and Document Control

Maintain records and document-control systems for:
Certification Body policies and procedures
Accreditation evidence
Complaints and appeals
Quality management documentation
Corrective and preventive actions
Management review records
Impartiality documentation
Vendor quality records
Audit documentation
Ensure records are accurate, organized, retrievable, current, and maintained according to established retention requirements.
Support version control, retention schedules, and audit readiness of Certification Body documentation.

Backup Operational Support

Participate in cross-training activities and provide backup support for critical certification operations when necessary and when such support does not compromise independent quality oversight responsibilities.

Coordinate with certification operations leadership to ensure backup assignments are documented and do not create conflicts with quality review responsibilities.

Performs other duties as assigned.

Requirements

REQUIRED SKILLS/ABILITIES                                                                                                                                                                           
The successful candidate must demonstrate the following:

        Strong knowledge of certification and accreditation standards and requirements, including ISO/IEC 17024 principles, impartiality, certification decision-making, quality management, documentation control, appeals, complaints, and continuous improvement processes.

        Ability to lead accreditation readiness and ongoing compliance through effective implementation of policies, procedures, records management, quality reviews, corrective actions, and audit preparation activities.

        Strong problem-solving and risk management skills related to certification operations, examination security, credential misuse, appeals, ethics-based certification actions, compliance, and program integrity.

        Exhibits the ability to interpret complex standards, policies, procedures, and regulatory requirements, translating them into clear, actionable guidance for organizational implementation.

        Applies strong auditing, analytical, problem-solving, and risk assessment skills to evaluate processes, identify potential risks, and ensure readiness for internal and external audits.

        Identifies process gaps, root causes, and nonconformities, and develops practical, sustainable corrective and preventive actions to improve quality and operational effectiveness.

        Demonstrates excellent organizational skills and exceptional attention to detail, ensuring accuracy, consistency, and thoroughness in documentation, reporting, and compliance activities.

        Communicates effectively both in writing and verbally, with the ability to clearly convey complex information, prepare comprehensive audit reports, and engage diverse stakeholders.

        Manages multiple projects, deadlines, and competing priorities efficiently in a dynamic environment while maintaining high standards of quality and accountability.

        Maintains confidentiality and consistently exercises sound professional judgment, particularly when handling sensitive quality, compliance, and accreditation-related matters.

        Builds strong working relationships and collaborates effectively across departments and with external stakeholders, including accrediting bodies, auditors, consultants, and vendors.

        Works independently with a high degree of objectivity and impartiality, ensuring unbiased assessments and maintaining the integrity of quality management and accreditation processes.

Computer Skills

To perform this job successfully, the individual should have knowledge of: 

        Microsoft Office 365 or comparable business productivity software, including Word, Excel, PowerPoint, Outlook, Teams, and project management applications.

        Experience using document management, records repositories, and quality management systems.

        Certification management systems, credentialing platforms, customer relationship management (CRM) systems, and/or association management systems (AMS).

        Reporting, dashboard, data analysis, workflow management, collaboration, and document management tools.

        Experience with project management and workflow tracking systems.

        Familiarity with certification management platforms, accreditation systems, and audit management software.

        Artificial intelligence and automation tools, including an understanding of appropriate use practices within certification and credentialing environments.

TRAVEL                                                                                                                                                                                                                         
Approximately 0–5% domestic travel may be required to support certification activities, conferences, meetings, volunteer engagement, vendor relationships, industry events, and other business needs. Additional travel or extended hours may be required based on certification program schedules, onsite responsibilities, international stakeholder participation, and organizational priorities. Must be able to obtain any travel documentation required. 

EDUCATION AND EXPERIENCE                                                                                                                                                                      
Required

Bachelor's degree in Quality Management, Business Administration, Organizational Leadership, Public Administration, Education, Compliance, or a related field; equivalent education and experience may be considered.

Minimum of five (5) years of progressively responsible experience in quality management, accreditation, compliance, certification, auditing, or related operational environments.

Experience managing quality systems, audit programs, document control processes, corrective actions, and compliance initiatives, or a related operational environment. 

Experience supporting accreditation programs, regulatory compliance activities, or management system standards, or a related operational environment. 

Demonstrated ability to manage multiple projects and priorities while ensuring program integrity, compliance, and customer service excellence.

Preferred

Experience working within an accredited certification body or credentialing organization.

Experience supporting certification programs accredited to, or preparing for accreditation under, ISO/IEC 17024 or comparable personnel certification standards.

Experience within a professional association, nonprofit organization, credentialing body, technology organization, or global certification environment.

Experience supporting impartiality activities, appeals and complaints processes, ethics-related certification actions, or certification risk management.

Quality, auditing, compliance, or accreditation-related professional certifications (e.g., Certified Quality Auditor, Certified Manager of Quality/Organizational Excellence, ISO Lead Auditor, or similar credentials).

Relevant professional credential such as a Credentialing Specialist Certificate, the ICE-CCP, or a comparable certification industry credential.

Experience implementing certification management systems, customer relationship management platforms, or similar technologies.

PHYSICAL REQUIREMENTS                                                                                                                                                                              
The physical demands and work environment described below are representative of those required to perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This position operates primarily in a professional office environment and routinely uses standard office equipment, including a computer, phone, and other business technology. The role requires frequent communication with staff, senior leaders, Board members, volunteers, candidates, certificants, vendors, consultants, and external stakeholders. The employee is regularly required to sit, speak, hear, read, use a computer, and operate office equipment. The employee is occasionally required to stand, walk, reach, lift, or move items up to 25 pounds. The regular work schedule is generally 40 hours per week, Monday through Friday, during normal business hours. Additional hours may be required to meet business needs, support certification and accreditation activities, participate in meetings or major BICSI events, address time-sensitive matters, or fulfill leadership responsibilities. This position may require domestic and international travel as outlined in the Travel section. 

BICSI is an Equal Opportunity Employer.
Equal Opportunity Employer Veterans/Individuals with Disabilities.
Know Your Rights: Workplace Discrimination is Illegal.