Quality Control Lead

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.