Service Quality Assurance Lead

Service Quality Assurance Lead

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is looking for a Service Quality Assurance Lead to oversee and improve our service delivery processes. The successful candidate will be responsible for developing, implementing, and maintaining quality assurance standards across our service operations. This includes making sure teams follow documented standard processes and work instructions. 

The Service Quality Assurance Lead will coordinate with functional area leads and SMEs to build a Quality Assurance plan and score card, inspect work (both in-progress and after completion) to ensure that completed work complies with best practices, customers Quality Assurance Surveillance Plan (QASP) and Statement of Work, SOPs and/or work instructions; record results; prepare and submit reports as required; and notify Program Management if work is performed unsatisfactorily, or if a work instructions need to be updated or improved.

Responsibilities:

• Lead and mentor a team of quality assurance analysts

• Develop and implement quality assurance strategies and methodologies

• Establish key performance indicators (KPIs) and quality metrics

• Manage processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog

• Oversee QA monitoring and evaluation of the various aspects of ticket lifecycle to ensure compliance with the Statement of Work and Quality Assurance Surveillance Plan requirements program guidelines

• Oversees a team of quality analysist performing audits and assessments of service quality

• Analyze quality data and prepare reports for senior management.

• Ensures quality processes are developed in conjunction with requirements.

• Tracks and maintains documentation of assigned quality projects.

• Reviews requirements, specifications, and documentation to gain a thorough understanding of the work to be certified.

• Collaborate with other functional leads and service providers to address quality issues and implement improvements

• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved

• Develop and deliver quality assurance training program

Qualifications:

Required:

• TS/SCI with Poly required 

• Bachelor’s degree in a related technical field (Science, Technology, Engineering, and Mathematics (STEM)) or equivalent work experience

• 7+ years or related work experience  

• Experience managing enterprise programs $25M-$50M in value  

• Managers major sub-function for a large program  

• Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources.  

• Expertise in Service Management and Service Integration solutions  

• Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders  

• Extensive experience leading personnel, multiple teams with an emphasis on providing a culture of inclusiveness, independent thought, consistent communication, and mentorship  

• Demonstrated experience providing day-to-day management of a program, and developing long-term, strategic objectives to ensure that end user requirements will be satisfied  

• Active ITIL 4, ITIL Foundation Certification and experience using, managing, or implementing ITIL practices. 

• Ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership��

• Demonstrated ability to continuously improve and integrate services and procedures 

• Skilled at working collaboratively in complex cross-team/contract/Government organization environment with experience demonstrating leadership abilities

Desired:

• Program Management Institute (PMI) Program Management Professional (PgMP) or a Project Management Professional (PMP) certification

• Experience working with Government clients, specifically within the Intelligence Community.

• Fami