Brief Overview of Position:Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Manager 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 Quality Manager oversees quality assurance, service improvement, trend analysis, audit activities, and SLA compliance across APR operations. The position ensures consistency of technical support delivery, ticket quality, customer satisfaction, process adherence, and continuous service improvement.
Additionally, in this position you will:
- Manage the APR quality management program.
- Develop and maintain quality standards, scorecards, and review procedures.
- Conduct audits of incidents, work orders, requests, and escalations.
- Analyze service performance trends and identify corrective actions.
- Lead root-cause analysis activities.
- Monitor compliance with SLAs and operational procedures.
- Develop Quality Assurance Reports and management briefings.
- Support continuous improvement and process optimization initiatives.
- Coordinate customer satisfaction measurement activities.
- Provide coaching recommendations to operational leadership.
Qualifications:- Bachelor's degree in IT, Business, or related discipline.
- Five (5) years of quality management experience supporting IT operations.
- Experience supporting ServiceNow-based service management environments.
- Strong analytical and reporting skills.
