Quality Assurance Lead - Service Center

Company: Peraton
Location: Sterling
Posted on: March 16, 2023

Job Description:

Responsibilities:
Peraton is seeking a Service Center Quality Assurance Lead to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.The Quality Assurance Lead is responsible for oversight and execution of the quality assurance plan to ensure achievement of quality assurance standards by the Service Desk and associated EIO teams. The Lead's vision is to support service excellence and achieve customer satisfaction by actively monitoring support channels, offering robust reporting, and executing effective monitoring to maintain quality within the standards agreed through Service Level Agreements and Objectives (SLAs/SLOs). Day to Day Work Responsibilities:Manage Service Center QA staff and oversees all Service Center QA processes.Develops a strong familiarity of the Service Desk Incident Management processes.Coordinate all quality monitoring changes to align with new or updated SLAs/SLOs. Update and maintain all task-related process documentation annually or as needed.Assist in quality audits and coordinate the resources needed to complete the audits.Perform Work Product Reviews of quality documentation.Monitor quality monitoring task to ensure completion of quality reviews of all critical tickets. Verify that the CA-CASD Back Line ticket queue is being monitored and handled daily.Verify that the escalation feedback email inbox is monitored, and the emails are responded to each weekday.Liaise with program management, operational team leads, performance management, quality management, and the customer for escalations and collaboration.Drives process improvements and automated process design in Service Now through identification of performance deficiencies, trends, manual processes that promote error occurrence, redundancy, etc.Conducts quality review of Service Desk related standard operating procedures, and Knowledge Base Articles for effectiveness, and take prompt action to address root causal knowledge design issues, as necessary. Interacts with other operations team members, such as network services, engineering, system operations, and/or applications teams to facilitate the execution of ticket logging quality standards across the escalation path. Conduct quality assessments, trend analysis and provide management reporting on quality metrics.Schedules and leads Service Desk quality review sessions with leadership and client to highlight trends and discuss corrective action approaches. Required to work in one or multiple incident queues over various customer contact channels to perform daily quality checks.Responsible to the execution of quality reporting as specified in the Service Center Quality Assurance Plan (Monitoring Resolution Verification, Re-opened Ticket Analysis, Customer Satisfaction Analysis, and Monitoring Daily Operations and Daily Status Report Dashboard Tickets). Provides leadership and direction to 2-3 quality analysts and responsible for the execution of work deliverables. Reports to the Enterprise Support Center Manager and works with the Service Desk Manager, Quality Assurance Trainer, Knowledge Manager and the EIO Performance Management team.Strong willingness to do the job of the Service Desk Analyst to develop subject matter expertise, and function as a trusted incident management advisor.

Qualifications:
Basic Qualifications:Requires US Citizenship and an active SECRET Government Security Clearance.Bachelor's degree and 10-12 years experience or Masters degree and 8-10 years experience or high school diploma/equivalent and 14 years relevant experience.Must have extensive experience using ServiceNow CRM.Must be willing to participate in 2-3 weeks of onsite training. Must have strong attention to detail and ability to identify quality deficiencies.Ability to understand the needs of the government client and design quality approaches to increase client satisfaction. Highly dependable and communicative of work progress and results. Strong written and verbal communication skills.Preferred Industry Certifications:ITILv3 or ITILv4 Foundation Certification or higher.Industry Quality Certification desired.Experience supporting in government IT environments preferred.Shift/Location: 8:00 am - 4:30 pm. Sterling, VA. Must report onsite Tuesday and Wednesday (mandatory).Benefits:At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

Peraton Overview:
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can't be done, solving the most daunting challenges facing our customers.

Range for Posting:
Salary Minimum: $72,500
Salary Mid: $145,000
Salary Maximum: $181,300

The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.

EEO Tagline (Text Only):
An Equal Opportunity Employer including Disability/Veteran.

Keywords: Peraton, Sterling , Quality Assurance Lead - Service Center, Other , Sterling, Virginia