Quality Control Lead/Project Manager I

ESM

  • Ashburn, VA
  • Permanent
  • Full-time
  • 4 days ago
  • Apply easily
Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Quality Control Lead/Project Manager I for an exciting opportunity located in Ashburn, VA.Job Description and ResponsibilitiesESM is looking for a full-time Quality Control Lead/Project Manager I who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements.Employee responsibilities include:
  • Ensure Program team performs all functions and meets contractual performance objectives
  • Perform continuous monitoring of staffing, agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives
  • Identify and report "operational events" (spikes in volume and/or wait times) to Government in a timely manner, and provide an "after action report" that identifies root cause, actions taken to mitigate, and plans for improvement (if appropriate) after each operational event
  • Ensure work performed by contract personnel complies with existing/approved Processes and Procedures and provide objective evidence of compliance as requested
  • Identify ways to maximize and continuously improve First Contact Resolution (FCR)
  • Support QC briefings to Government leadership on daily, weekly, and/or monthly
  • performance as requested;
  • Ensure accurate and on time delivery of effective Standard Operating Procedures (SOPs), performance reports and other deliverables
  • Review and respond to customer feedback-including from customer satisfaction surveys and from customers reaching out directly to TSD-and apply that feedback to continuous improvement initiatives
  • Lead efforts and provide continuous guidance for continual and measurable improvements to existing service delivery and customer experience, including:
  • Driving customer-focused improvements in resource planning, management, and training
  • Analyzing trends in incoming support requests in order to devise methods to reduce incoming call and email volume
Required Knowledge, Skills and Abilities (KSA)
  • In depth knowledge of service desk best practices
  • Experience managing and reporting on contract performance objectives/ metrics and Acceptable Quality Levels (AQLs)
Desired KSA
  • Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations
  • Candidate must communicate effectively with team members, management, and government customer
  • Ability and desire to research and develop creative solutions to unique problems with minimal supervision
Minimum Training, Education, and Certifications
  • A minimum of three (3) years of experience performing quality control duties in any field
  • Bachelor's degree in related field
  • Desired HDI Customer Service Representative or HDI Support Center Analyst, ITIL v4, Certified Associate in Project Management (CAPM)
Minimum Clearance
  • CBP Background Investigation (BI)
Physical Requirements
  • Ability to sit, stand, walk for extended periods of time
  • Ability to use a computer
Additional Requirements
  • Other duties as assigned
  • U.S. citizens or have Lawful Permanent Resident (LPR) status
ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.

ESM