Quality Control Lead

Zachary Piper Solutions is seeking an Quality Control Lead is responsible for establishing and maintaining rigorous quality assurance standards across all Technical Support Division (TSD) operations. This role ensures consistent, professional, and effective customer service delivery while driving continuous improvement initiatives aligned with federal requirements and industry best practices. Candidates must have an active DHS Public Trust Clearance . This is a fully onsite position in Orlando, FL or San Antonio, TX.

Responsibilities of the Quality Control Lead include:

• Develop and implement quality control frameworks aligned with HDI, ITIL, and CBP-specific standards.
• Monitor customer interactions and ticket documentation to ensure compliance with service quality benchmarks.
• Analyze customer satisfaction data and lead initiatives to improve service delivery and user experience.
• Ensure adherence to documented procedures, security protocols, and federal compliance requirements.
• Lead continuous improvement efforts by identifying performance trends and recommending process enhancements.
• Prepare quality performance reports, dashboards, and audit documentation for internal and external stakeholders.
• Coach staff on service quality standards and foster a culture of excellence through feedback and recognition programs.

Qualifications for the Quality Control Lead include:

• Minimum of 3 years of experience in quality control, preferably within customer service or technical support environments
• Strong understanding of service desk operations and quality assurance methodologies (HDI, ITIL)
• Proven analytical skills with experience in data analysis, performance metrics, and trend identification
• Excellent written and verbal communication skills, with the ability to deliver constructive feedback and drive change
• Ability to obtain and maintain a favorably adjudicated CBP T4 or T5 background investigation
• Familiarity with federal government quality assurance programs and compliance standards
• Preferred certifications in Six Sigma, Lean, or other process improvement methodologies

Compensation for the Software Engineer include:

• Salary Range: $110,000- 125,000 **depending on experience**
• Full Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays

Keywords:

Quality Assurance, Quality Control, Customer Experience, Service Desk Operations, Help Desk Institute (HDI), ITIL, Performance Monitoring, Process Compliance, Continuous Improvement, Data Analysis, Root Cause Analysis, Service Level Agreements (SLAs), Technical Support, Federal Compliance, CBP T4/T5 Clearance, Six Sigma, Lean, SOP Development, Audit Support, Quality Metrics Dashboard, Survey Analysis, Staff Coaching, Customer Satisfaction, Trend Identification, Monitoring Tools, Analytics Platforms .