Digital Consultants LLC · 1 month ago
Quality Control Lead/Project Manager I
Ashburn, VA
Full-time
Onsite
Mid Level
$110K/yr - $120K/yr
3+ years expDigital Consultants LLC is dedicated to delivering professional solutions while being a trusted partner to customers. They are seeking a Quality Control Lead/Project Manager I to oversee quality assurance and control of Technology Service Desk operations, ensuring service delivery aligns with contractual requirements and industry best practices. The role involves developing quality control procedures, conducting audits, monitoring performance metrics, and leading initiatives for continual service improvement.
ConsultingInformation TechnologyNetwork Security
No H1B
U.S. Citizen Only
Responsibilities
Develop, implement, and manage the Quality Control Standard Operating Procedures (SOPs) to monitor compliance with performance standards
Conduct regular audits of tickets, calls, and support interactions to ensure adherence to documented procedures and customer service standards
Monitor performance metrics, including Acceptable Quality Levels (AQLs), First Contact Resolution (FCR), Tier I/II service levels, and escalation handling, ensuring results meet or exceed contractual thresholds
Provide timely reporting of quality findings, operational events, and after-action reports to Government leadership
Identify root causes of service delivery issues and recommend corrective actions to improve efficiency and customer satisfaction
Lead efforts to incorporate customer feedback and lessons learned into process improvements
Collaborate with the Training Lead to ensure that recurring and remedial training incorporates quality control findings
Brief leadership during Program Management Reviews (PMRs) on quality trends, improvement initiatives, and compliance status
Support operational readiness during incoming and outgoing transitions by validating adherence to quality standards in staffing, training, and process execution
Qualification
Required
Clearance: Background Investigation (BI)
Education: Bachelor's degree in Information Technology, Business Administration, Quality Management, or related field. Equivalent combination of education and experience may be considered in lieu of degree
Certifications: Industry certifications strongly preferred: ITIL Foundations (minimum), HDI Support Center Manager or Quality Assurance certification
Experience: Minimum of three (3) years of experience performing quality control duties in IT service desk, help desk, or customer support environments
Demonstrated expertise in service desk best practices, including ticket handling, escalation management, and performance monitoring
Experience with IT Service Management (ITSM) tools such as ServiceNow and call management tools (e.g., Amazon Connect)
Hands-on experience in developing and implementing QA/QC frameworks, SOPs, and compliance audits
Proven record of driving continuous improvement initiatives in a high-volume IT support environment
Strong analytical and problem-solving skills to identify root causes and implement corrective actions
Excellent communication and briefing skills to present quality findings to government stakeholders
Proficiency in data analysis, reporting, and performance measurement using ITSM metrics
Ability to balance oversight responsibilities with hands-on quality reviews in a fast-paced, 24x7x365 environment
Customer service orientation with a focus on enhancing user experience while meeting mission-critical objectives
Knowledge of IT security policies, PII handling requirements, and Section 508 compliance standards
The candidate, with or without reasonable accommodation, must be able to sit or stand for long periods of time
The position requires the frequent use of personal computer equipment, including extended periods of use of computer screens, and may require occasional lifting of objects up to 20 lbs
Benefits
Paid Time Off (PTO)
Group health plans
Income protection and supplemental benefits
401(k) plan with company matching Health Savings Account (HSA)
Flexible Spending Account (FSA)
Pet insurance options
Employee Assistance Program (EAP)
Company
Digital Consultants LLC
Digital Consultants LLC, a Small Business Administration certified 8(a) Small Business, has served the needs of our clients within the federal sector for more than 18 years.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2024-11-04
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