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Project Manager I - Quality Control Lead
5 days agoWhat's your preference?
Job Description
- Req#: 46424
- Develop, implement, and maintain Quality Control (QC) Standard Operating Procedures (SOPs).
- Monitor daily service desk performance, ensuring compliance with contractual Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Conduct quality audits of incident tickets, call handling, and resolution processes to ensure accuracy and adherence to best practices.
- Provide regular quality assurance reports and recommendations to Program and Operations Managers.
- Analyze customer satisfaction feedback and implement continuous improvement initiatives to enhance service delivery.
- Ensure compliance with CBP and DHS policies, including ITIL and HDI-aligned standards.
- Support training staff by identifying skill gaps revealed through QC reviews and recommending corrective training.
- Participate in program reviews, after-action reports, and corrective action planning for service disruptions or performance issues.
- Serve as the primary point of contact for quality-related escalations and work with leadership to resolve issues promptly.
- Active or eligible for CBP Background Investigation (BI) - this clearance is required.
- Minimum of three (3) years of experience performing quality control duties in any field.
- In-depth knowledge of IT service desk best practices.
- Strong analytical, problem-solving, and documentation skills.
- Ability to evaluate processes objectively and recommend improvements.
- Effective communication and interpersonal skills for engaging with staff and Government stakeholders.
- ITIL Foundation or higher certification.
- HDI Support Center Analyst/Manager or similar IT service desk certifications.
- Experience performing quality control in a federal contracting environment.
- Familiarity with ServiceNow, Amazon Connect, or similar ITSM/call management platforms.
- Work will be performed primarily remotely, with occasional on-site requirements.
- Candidate must reside within commuting distance of Ashburn, VA; Orlando, FL; or San Antonio, TX.
- This role supports a mission-critical 24x7x365 environment, requiring flexibility to evaluate service performance across all shifts.\.
Position Summary
The Quality Control Lead (Project Manager I) is responsible for ensuring that all service desk operations meet CBP's quality standards and performance objectives. This role requires a strong understanding of IT service desk best practices and proven experience in quality control. The Quality Control Lead will establish and enforce quality assurance processes, track performance metrics, identify areas for improvement, and work closely with program leadership to implement corrective actions.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Work Environment & Place of Performance
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