Program Quality & Process Analyst

Overview

Edgewater Federal Solutions is seeking a Program Quality & Process Analyst and  to support a major national laboratory. 

 

The Quality & Process Specialist is responsible for executing, maintaining, and enforcing quality standards, documentation practices, and operational processes across the program. This role ensures alignment with contractual requirements, governance standards, and performance expectations through the consistent application of established quality assurance and quality control (QA/QC) practices, process standards, and documentation frameworks.

 

Reporting to the Client Delivery Director, this role works closely with program leadership to support quality oversight, process governance, and continuous improvement initiatives across the program.

 

The position operates cross-functionally with service delivery teams and customer stakeholders to ensure adherence to defined processes and standards, identify gaps, and support the execution and tracking of continuous improvement initiatives.

 

The role is responsible for establishing and enforcing QA/QC standards, conducting service quality reviews, and ensuring all operational processes are documented, standardized, and consistently followed in alignment with contractual requirements. It executes established quality controls, templates, and governance structures, and performs QA/QC activities across deliverables, communications, and operational outputs to ensure consistency, accuracy, and compliance.

 

Responsibilities include documenting, developing, and maintaining Standard Operating Procedures (SOPs) and operational processes; creating and managing detailed process workflow documentation using tools such as Visio or similar platforms; and supporting knowledge management practices, including the creation, review, and maintenance of knowledge articles. The role also ensures consistency in documentation standards, including naming conventions, formatting, and version control across all program artifacts.

 

Additionally, the position supports performance analysis, KPI and service metric tracking, and reporting, and maintains visibility into innovation and continuous improvement efforts by documenting, tracking, and reporting on related activities and outcomes.

 

Responsibilities

• Conduct Quality Assurance and Quality Control (QA/QC) activities, including reviewing and validating program communications, reports, knowledge articles, and deliverables to ensure accuracy, clarity, consistency, and alignment with established standards
• Perform service quality reviews and audits (e.g., ticket reviews, deliverable assessments) to ensure adherence to SLAs, SOPs, and contractual requirements
• Execute and enforce established quality controls, templates, and governance structures across program deliverables and operational activities
• Ensure adherence to defined processes, standards, and quality expectations through ongoing QA reviews, audits, and monitoring activities
• Assist in development, documenting, and maintaining Standard Operating Procedures (SOPs), operational processes, and playbooks to ensure accuracy, accessibility, and consistency across service delivery
• Create and manage detailed process workflow documentation using tools such as Visio or similar platforms to support standardization, training, and operational consistency
• Contribute to the development, review, and maintaining knowledge articles and support knowledge management practices to ensure usability, accuracy, and alignment with service delivery processes
• Establish and enforce documentation standards, including naming conventions, formatting, version control, and consistency across all program artifacts
• Assist in the documentation, standardization, and maintenance of end-to-end operational processes across service areas (Service Desk, Desktop, Endpoint, Asset, AV/VTC, Cyber Support, Incident, Change, Problem, etc.)
• Collaborate with service delivery teams and functional leads to ensure process adherence, validate workflows, and identify gaps and opportunities for improvement
• Document and track service improvement and innovation initiatives, including maintaining visibility into actions, progress, and outcomes
• Maintain and track the service improvement backlog, ensuring items are documented, prioritized, and followed through to completion
• Support onboarding and transition activities by ensuring process documentation, SOPs, workflows, and quality controls are established and maintained
• Capture, structure, and maintain meeting notes, including decisions, action items, risks, and follow-ups, ensuring alignment and accountability across stakeholders
• Support the preparation of recurring and ad hoc reports, dashboards, and summaries for l