Quality Assurance Manager
About Us
The Quality Assurance (QA) Manager is responsible for overseeing and ensuring the delivery of high-quality technical support services within a Department of Defense (DoD) environment. This role ensures that all help desk operations comply with applicable DoD regulations, Service Level Agreements (SLAs), and industry best practices. The QA Manager leads the development, implementation, and continuous improvement of quality assurance processes, driving service excellence and operational efficiency.
Duties and Responsibilities Include:
- Design, implement, and maintain a comprehensive QA program tailored to DoD help desk operations.
- Develop and maintain QA policies, procedures, and performance metrics aligned with DoD requirements and ITIL best practices.
- Ensure compliance with DoD security policies, including NIST, DFARS, and CMMC frameworks.
- Oversee the monitoring and evaluation of help desk interactions, ensuring accurate documentation and effective resolution of issues.
- Conduct regular quality assessments of support tickets, calls, and user feedback.
- Analyze performance data to identify trends, areas for improvement, and corrective actions.
- Prepare and present regular quality reports to senior leadership and DoD stakeholders.
- Develop and deliver training programs to help desk staff focusing on service quality, security protocols, and customer satisfaction.
- Collaborate with management and technical teams to implement process improvements and corrective actions based on QA findings.
- Lead root cause analysis for recurring issues and ensures corrective actions are tracked and implemented.
Required Qualifications:
- Citizenship and Clearance:
- US Citizenship is required.
- Must have and maintain a DoD Secret clearance.
- Experience:
- 5+ years of relevant experience.
- Education:
- Bachelor’s degree or 4 additional years of relevant experience.
- Certifications:
- ITILv4
- HDI-M
- Lean Six Sigma
- Location:
- This is a remote position within the United Status requiring minimal travel (CONUS).
Preferred Qualifications:
- Certifications related to quality assurance
Work Environment and Physical Demand:
- This position may require the ability to lift up to 50 lbs.
Compensation: $125,000 - $140,000
At AGE Solutions, we reward performance, invest in growth, and share success. Our benefits support the whole person, professionally, financially, and personally.
- 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays. You choose how to use it.
- Performance Bonuses: Performance bonuses are awarded based on individual contributions and company-wide results, aligning recognition with impact.
- 401(k) with Match: We match 3% of your contributions with immediate vesting.
- Financial Protection: Company-paid life insurance up to $300K and options for additional coverage for you and your dependents.
- Health Benefits: Multiple medical plans, dental, vision, FSA and HSA options to fit your needs.
- Parental Leave: 15 days of fully paid leave for new parents, because family matters.
- Military Differential Pay: We bridge the gap for employees on active duty, so they don’t take a financial hit while serving.
- Professional Growth: Paid training and certifications, tuition reimbursement, and the tools and tech to get the job done right.
- Shared Success: In the event of a company sale, our CEO has committed to returning 80% of net proceeds to employees. This ensures our team shares in the long term value they help create.
At AGE, you’ll do work that matters, supported by a company that delivers for its people.
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