Quality Control Lead

Job Description

Duties May Include:

Develop and implement quality control SOPs and procedures for monitoring service delivery performance

Monitor staff compliance with documented TSD processes and procedures providing objective evidence as requested

Conduct quality reviews of customer interactions including calls, chats, emails, and ticket handling

Identify opportunities to maximize First Contact Resolution and implement continuous improvement initiatives

Review and respond to customer feedback including satisfaction surveys and direct customer communications

Coordinate remediation of customer complaints and support group feedback

Requirements

Required Qualifications:

In-depth knowledge of service desk best practices and quality assurance methodologies

Minimum of three (3) years of experience performing quality control duties in any field

Bachelor's degree in Business Administration, Quality Management, or related field

Strong analytical and problem-solving skills with attention to detail

Experience with performance metrics analysis and reporting

Ability to obtain and maintain CBP Background Investigation

Desired Qualifications:

Six Sigma Green Belt or Black Belt certification

Experience with ITIL quality management processes

Knowledge of government contracting quality requirements

Experience with ServiceNow quality monitoring and reporting tools

Certified Quality Auditor (CQA) or similar quality management certification

Background in customer service excellence and continuous improvement

Benefits

At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes:

Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP.

Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements.

Paid Holidays – 11 federal holidays observed annually.

Disability & Life Insurance – Short-term/long-term disability, life insurance, and AD&D coverage included.

401(k) Retirement Plan – Competitive plan managed through Ameritas.

Professional Training – Formal training provided as required, with additional learning opportunities based on role.

Full-time