Quality Assurance Manager with Service Desk experience

Job Description

Job Title: Quality Assurance Manager.

Location: Washington DC.

Duration: Full-Time

Role Specific Duties:

The Quality Assurance Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.

Responsible for assuring consistent quality of services, products and solutions provided by the OCIO. This oversight includes:

contributing information and analysis to strategic plans and review

preparing and completing action plans; implementing production, productivity, quality, and customer-service standards

identifying and resolving problems; completing audits; determining system improvements

helping to implement change to move DOL closer to best-in-federal-service.

Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.

Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.

Onsite work up to 5 days every pay period i.e. every 2 weeks, subject to change on Government/client regulations (location: Washington DC Federal Building), and periodically attend client stakeholder meetings, training seminars, presentation in Washington DC

Required Qualifications:

A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field

5+ years of proven experience as a quality assurance manager or related role

3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis

Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements

Thorough knowledge of methodologies of quality assurance and standards

Excellent numerical skills and understanding of data analysis/statistical method

ITIL 4 Foundation Certification

A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.

Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Experience with ServiceNow ITSM and Amazon Connect IVR/ACD a plus