Brief Overview of Position:Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Assurance Lead role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.
Primary Responsibilities:The QA Lead manages the quality assurance program across Service Desk operations. This position is responsible for monitoring compliance with service levels, auditing customer interactions, managing quality review processes, and delivering actionable recommendations to leadership.
Additionally, in this position you will:
- Develop and manage Service Desk and UCC quality assurance processes.
- Conduct audits of calls, tickets, emails, and customer documentation.
- Perform root-cause analysis of service quality deficiencies.
- Produce bi-weekly quality assurance reports.
- Monitor SLA compliance and customer satisfaction performance.
- Lead coaching and corrective action initiatives.
- Coordinate with operational leadership on continuous improvement activities.
- Maintain quality monitoring procedures and scorecards.
Qualifications:- Bachelor's degree or equivalent experience.
- Five (5) years of quality assurance or service desk management experience.
- Experience leading QA programs within a help desk or contact center environment.
- Strong analytical and documentation skills.
- Knowledge of Windows operating systems and Microsoft Office products.
Desired Skills:- HDI Quality Analyst.
- ITIL Foundation.
