What are the responsibilities and job description for the Quality Control Lead position at Inserso Corporation?
Inserso is seeking a Project Manager I level Quality Control Lead to join the team for a rewarding and challenging opportunity at a government customer site in the Washington, DC metro area. The QC Lead provides dedicated QC support to the Technology Service Desk (TSD) Tier I (internal CBP and external users) and Tier II Operations, as well as the Account Service Desk (ASD) for the Automated Commercial Environment. The QC lead will oversee/execute the functions of monitoring and evaluating incident reports, and evaluation of customer satisfaction based on available data. As part of a continuous process improvement role, the QA Lead will also ensure the reporting of deviations, tracking, and reporting error trends, and monitoring the results of training and other corrective measures.
Responsibilities:
The QC Lead is responsible for developing a detailed SOP that describes the specific processes and procedures for implementing and maintaining high-quality services, work products / deliverables, and meeting/exceeding the standards outlined in the TSD PWS while ensuring excellent customer experience.
In accomplishing this role, the QC Lead is responsible for:
- Monitoring and ensuring that staff deliver the highest level of polite, professional, and effective customer service;
- Monitoring and ensuring that staff comply with documented processes and procedures;
- Remediation of complaints from customers and other support groups;
- Continual service improvement based on trends in AQLs as well as positive/negative feedback from customers and other support groups.
- Developing and monitoring process improvements and lessons learned to ensure they are captured and shared, to include recommending new communication channels at all levels.
Required Skills/Experience:
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
- In depth knowledge of service desk best practices
- 3 years of experience performing quality control within an enterprise environment.
Preferred Skills/Experience:
- Bachelor’s Degree or equivalent experience.
- Proficient with Microsoft Office /365 with advanced skills in MS Access and Excel.
- Have a familiarity with SLM (System Life Cycle) processes.
- Excellent written and verbal communication skills in both formal and informal formats.
- Exposure to IT Operational technologies and Service Desk IT environments
- Fundamental understanding of IT Service Management
- Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
