Company Profile
Chronicle Heritage is a solution-driven heritage consulting firm that prides itself on employing the best cultural resource management professionals in the industry. We place an emphasis on supporting our clients' needs, fostering new technologies that advance our industry, and leveraging those advancements toward the management of non-renewable cultural resources. Chronicle Heritage prioritizes professional development within the framework of innovation and forward thinking to encourage career advancement and research development.
Role Overview
The Director of Quality Assurance & Continuous Improvement is a strategic leadership role focused on building and reinforcing an interconnected system of excellence across our people, processes, projects, and partnerships. Positioned at the intersection of operations and delivery, this leader will architect and drive the standards that underpin high-quality, consistent, and scalable project execution globally.
By overseeing the company's QA/QC practices, global service leads, and continuous improvement initiatives, this role ensures our delivery teams are set up for success—from the standards they follow to the professional development they receive. The Director will also own our Net Promoter Score (NPS) performance and play a key role in synthesizing client feedback into actionable change.
Key Responsibilities/Focus Areas
People:
- Lead and support global service delivery leads, ensuring aligned expectations, feedback loops, and performance standards across regions.
- Create and maintain professional development resources and training programs to support the growth, advancement, and retention of Project Managers, Field Directors, and Principal Investigators.
- Foster a culture of accountability, coaching, and continuous learning across delivery teams.
Processes:
- Define and implement QA/QC standards and workflows across the project lifecycle — from planning through execution to closeout.
- Build scalable, measurable systems to embed quality at every step of service delivery, incorporating regulatory compliance and client satisfaction benchmarks.
- Coordinate and conduct internal audits, root cause analyses, and corrective actions to mitigate risks and reinforce high standards.
Projects:
- Oversee delivery assurance and act as a point of escalation across active projects.
- Guide project retrospectives to identify improvement areas and reinforce lessons learned.
- Monitor and report on quality metrics, trends, and risk signals to executive leadership, translating insights into cross-functional actions.
Partnership:
- Serve as the owner of the company's Net Promoter Score (NPS) feedback program, developing structured response plans and driving a consistent client experience.
- Collaborate closely with leaders in Operations, Compliance, HR, GIS, and Finance to embed quality into every layer of planning and execution.
- Champion the integration of quality protocols into project management and financial systems (e.g., Teamwork, Salesforce, Sage), and ensure that field data collection best practices are codified in our data collection and management tools (GIS, Data Services, Codifi, etc.).
Qualifications:
- Advanced degree in a relevant field (e.g., Archaeology, Environmental Science, Planning, Anthropology).
- 10+ years of experience in cultural resource management or environmental consulting.
- 5+ years in a senior quality, delivery, or operational leadership role, ideally with distributed or multinational teams.
- Deep understanding of regulatory frameworks including Section 106, NEPA, CEQA, and international equivalents.
- Familiarity with project management and financial software (e.g., Teamwork, Salesforce, Sage) and digital QA/QC platforms (e.g., ESRI, Smartsheet).
- Exceptional facilitation, leadership, and communication skills, with a bias toward collaboration and empowerment.
Preferred Qualifications:
- Certifications such as RPA, PMP, CQA, ISO 9001 Lead Auditor, or similar.
- Experience leading client satisfaction and/or recovery programs.
- Familiarity with QA/QC platforms and environmental data systems (e.g., ESRI, Smartsheet).
- Experience designing career progression frameworks or professional development programs.
- Multilingual capabilities or cross-cultural leadership experience.
Working Conditions:
- Hybrid or remote work model, with periodic travel to field sites, offices, and agency/client meetings (domestic and international).
- May occasionally require short-notice travel or after-hours availability during key project milestones or quality escalations.
Additional Information:
Chronicle Heritage is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
Chronicle Heritage complies with the Americans with Disabilities Act (ADA) and considers reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions. EEO/AA/M/F/Veteran/Disabled. If you require assistance with submitting the application. Please contact the international recruiting team at recruiting@chronicleheritage.com .
Equal employment opportunity, including veterans and individuals with disabilities.
