Quality Control Manager

SUMMARY

 

Bering Straits Professional Services, a subsidiary of Bering Straits Native Corporation, is currently a highly skilled and motivated IT Help Desk Quality Control Manager to work on a government project, in Macon, GA.  The ideal candidate will oversee and ensure the delivery of high-quality support services to our internal and external customers. In addition, they will be responsible for monitoring, evaluating, and improving the performance of the help desk team. This role is essential in maintaining a high standard of customer satisfaction and operational efficiency. 

ESSENTIAL DUTIES & RESPONSIBILITIES

 

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.

 

• Reviews major deliverables, quality control checks all performance goals, and provides management oversight with the Program Manager
• Participates in formal reviews with our PM and Quality Control Inspector
• Serves as a bridge between BSPS leadership and program support
• Performs periodic quality reviews
• Audits selected deliverables
• Provides QC training for all staff upon contract award and at least semi-annually
• Coordinates and executes the QC Plan
• Updates/revises the QC Plan
• Defines, develops, coordinates, and directs implementation of corrective actions based on deficiencies or problems identified
• Monitors the results of corrective actions
• Suggest methods for improvement
• Collaborates with Government personnel to accomplish additional tax and requirements within Appendix 3

Additional Responsibilities:

 

• Conduct regular quality audits of help desk interactions (calls, chats, emails, etc.) to ensure they meet company standards and best practices.
• Analyze customer feedback and support metrics to identify areas for improvement in the help desk operations.
• Develop and implement procedures to ensure all help desk tickets are accurately logged, tracked, and resolved in a timely manner.
• Collaborate with IT support teams to continuously refine and improve internal processes, workflows, and troubleshooting protocols.
• Recommend and implement changes to improve overall customer experience and help desk efficiency.
• Proactively identify recurring issues and suggest solutions or escalations to appropriate teams.
• Develop training programs for help desk staff to enhance their technical and communication skills.
• Conduct regular coaching and feedback sessions to ensure team members maintain high levels of customer service and technical proficiency.
• Ensure all team members are up-to-date with the latest IT systems, tools, and troubleshooting techniques.

 

QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

Required (Minimum Necessary) Qualifications

 

• Bachelor’s degree in information technology, Business Administration, or a related field (or equivalent experience).
• 5+ years of experience in IT support or help desk roles, with at least 2 years in a leadership or quality control capacity.
• Strong understanding of IT systems, troubleshooting techniques, and help desk software/tools.
• Exceptional analytical skills with the ability to identify problems and implement effective solutions.
• Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.
• Proven experience in coaching, mentoring, and developing team members.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong attention to detail and commitment to high-quality service delivery.

 

 

Knowledge, Skills, Abilities, and Other Characteristics

 

• Working knowledge of Windows-based computers.
• Working knowledge of Microsoft suit