Job Purpose:
The Quality Control Lead is responsible for developing, implementing, and managing the contract's quality assurance/quality control program, ensuring that all Service Desk operations meet or exceed performance standards, customer satisfaction goals, and compliance requirements. This role evaluates service delivery against contractual obligations, industry best practices, and federal policies, while driving continuous improvement initiatives to strengthen operational effectiveness and user experience.
Responsibilities:
- Design, implement, and maintain a QA/QC program aligned with contract requirements, ITIL, HDI standards, and ISO best practices.
- Ensure compliance with Sensitive Systems Policy and Handbook requirements.
- Develop and maintain SOPs, performance checklists, and evaluation tools to measure service desk quality and consistency.
- Conduct regular reviews of calls, chats, emails, and ticket resolutions to verify adherence to established processes and quality standards.
- Track and analyze key metrics such as agent availability, ticket resolution times, AQL compliance, and customer satisfaction surveys.
- Identify trends, root causes, and areas of concern using quantitative and qualitative performance data.
- Document findings and implement corrective actions in response to deficiencies or non-conformances.
- Lead quality-driven initiatives to enhance service delivery and customer experience.
- Collaborate with the Training Lead to integrate QA/QC insights, lessons learned, and best practices into training programs.
- Prepare and deliver regular quality control reports, metrics dashboards, and after-action reviews for internal leadership and client stakeholders.
- Serve as the point of contact for QA/QC issues, ensuring clear communication of performance outcomes and remediation activities.
- Other duties as assigned.
Education and Experience:
- Bachelor's degree in Information Technology, Business, or a related discipline.
- Minimum of three (3) years of experience in quality assurance/control, preferably within a federal program or large-scale IT service desk operation.
- Demonstrated ability to create, implement, and manage QA/QC programs and reporting systems.
- Familiarity with ITIL, HDI, and ISO standards, with proven application in service desk or IT operations.
- Strong analytical, problem-solving, and communication skills, with the ability to present complex findings clearly.
- U.S. citizenship with the ability to successfully complete a background investigation.
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast-growing organization.
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
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Strativia
Sep 09, 2025