Today
Dept of Homeland Security
Mid Level Career (5+ yrs experience)
Unspecified
No Traveling
IT - Support
Orlando, FL (On-Site/Office)•San Antonio, TX (On-Site/Office)•Ashburn, VA (On-Site/Office)
For more than a decade, Karthik Consulting has been a reliable and trusted advisor to our Government customers, providing independent and unbiased recommendations and solutions to mitigate risk and help solve IT issues. We bring the innovation, passion, and agility of the commercial sector to meet the unique challenges of this competitive space.
Karthik Consulting is seeking Project Manager I - Quality Control Lead with the below skillset.
Project Manager I - Quality Control Lead
Fulltime with Karthik Consulting
Location: Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX.
Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation
Position Description
Project Manager I - Quality Control Lead
Position Overview:
The Quality Control Lead establishes and maintains rigorous quality assurance standards that ensure consistent, professional, and effective customer service while supporting continuous improvement initiatives across all TSD operations.
Place of Performance:
Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX.
Essential Functions:
• Quality Framework Development: Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements
• Performance Monitoring: Conduct systematic monitoring of customer interactions, ticket documentation, escalation procedures, and resolution quality to ensure adherence to established standards
• Customer Experience Management: Develop and implement customer feedback collection mechanisms, analyze satisfaction survey results, and translate findings into actionable improvement initiatives
• Compliance Assurance: Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service
• Continuous Improvement: Lead initiatives to identify service delivery enhancements, analyze performance trends, and recommend process improvements that maximize customer satisfaction and operational efficiency
Required Qualifications:
• Quality Assurance Expertise: In-depth knowledge of service desk best practices with comprehensive understanding of quality control methodologies and customer experience management principles
• Experience: Minimum three (3) years of experience performing quality control duties in any field, preferably in customer service or technical support environments
• Analytical Skills: Strong analytical and problem-solving abilities with proven experience in data analysis, trend identification, and performance improvement
• Security Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation
• Communication: Excellent written and verbal communication skills with ability to provide constructive feedback and drive organizational change
Preferred Qualifications:
• Experience with federal government quality assurance programs
• Knowledge of customer satisfaction measurement methodologies
• Familiarity with service desk monitoring tools and analytics platforms
• Six Sigma, Lean, or other process improvement certifications
• Experience with Help Desk Institute (HDI) quality standards
Performance Metrics:
• Quality Score Achievement: ≥90% across all monitored interactions
• Customer Satisfaction Maintenance: ≥90% favorable ratings
• Process Compliance: ≥95% adherence to documented procedures
• Improvement Initiative Success: Measurable enhancements in service delivery metrics
Key Deliverables:
• Quality Control Standard Operating Procedures
• Customer Satisfaction Survey Analysis Reports
• Quality Performance Dashboards and Metrics
• Process Improvement Recommendations
• Quality Assurance Training Materials
Primary Duties and Responsibilities:
Quality Framework Development and Implementation
• Quality Control System Design: Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements
• Quality Standards Development: Develop and implement quality standards that ensure consistent, professional, and effective customer service across all TSD operations
• Process Documentation: Create detailed Quality Control SOPs that outline monitoring procedures, evaluation criteria, and improvement processes
Systematic Performance Monitoring
• Customer Interaction Monitoring: Conduct systematic monitoring of customer interactions across all channels (phone, email, chat, self-service) to ensure adherence to established quality standards
• Ticket Documentation Review: Monitor ticket documentation quality, escalation procedures, and resolution accuracy to ensure compliance with CBP requirements
• Service Delivery Assessment: Evaluate service delivery quality against established performance metrics and customer expectations
• Real-time Quality Assurance: Implement real-time monitoring systems to identify and address quality issues as they occur
Customer Experience Management
• Customer Feedback Systems: Develop and implement comprehensive customer feedback collection mechanisms including satisfaction surveys and direct feedback channels
• Satisfaction Analysis: Analyze customer satisfaction survey results and translate findings into actionable improvement initiatives
• Customer Communication Quality: Monitor and evaluate the quality of customer communications, including email responses, chat interactions, and phone support
• Service Recovery Management: Implement processes for addressing customer complaints and service recovery situations
Compliance Assurance and Audit Support
• Process Compliance Monitoring: Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service
• Quality Metrics Tracking: Track and report on all quality-related metrics including customer satisfaction ratings, first contact resolution rates, and service level achievements
• Audit Preparation: Prepare for and support internal and external audits related to service quality and compliance
• Corrective Action Implementation: Develop and implement corrective action plans for quality deficiencies
Continuous Improvement Leadership
• Performance Trend Analysis: Analyze performance trends and quality metrics to identify opportunities for service enhancement
• Process Improvement Initiatives: Lead initiatives to identify service delivery enhancements and recommend process improvements that maximize customer satisfaction and operational efficiency
• Best Practice Development: Research and implement industry best practices for service desk quality management
• Quality Training Support: Work with Training Lead to develop quality-focused training materials and improvement programs
Data Analysis and Reporting
• Quality Metrics Dashboard: Develop and maintain quality performance dashboards and metrics reporting systems
• Quality Performance Reports: Prepare comprehensive quality performance reports for management and government stakeholders
• Root Cause Analysis: Conduct detailed root cause analysis for quality issues and develop prevention strategies
• Benchmarking Analysis: Conduct benchmarking studies to compare TSD performance against industry standards and best practices
Staff Development and Coaching
• Quality Coaching Programs: Implement coaching programs to help staff improve service quality and customer interaction skills
• Performance Feedback Systems: Provide structured feedback to staff based on quality monitoring results
• Recognition Programs: Develop and implement recognition programs that reward high-quality service delivery
• Quality Culture Development: Foster a culture of quality excellence throughout the TSD organization
Customer Satisfaction Management
• Satisfaction Survey Administration: Manage customer satisfaction survey programs including design, distribution, and analysis
• Customer Complaint Resolution: Oversee customer complaint resolution processes and ensure timely, satisfactory outcomes
• Service Level Monitoring: Monitor service level achievements and work with operations to address performance gaps
• Customer Communication Standards: Establish and maintain standards for customer communication quality and professionalism
Karthik Consulting is seeking Project Manager I - Quality Control Lead with the below skillset.
Project Manager I - Quality Control Lead
Fulltime with Karthik Consulting
Location: Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX.
Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation
Position Description
Project Manager I - Quality Control Lead
Position Overview:
The Quality Control Lead establishes and maintains rigorous quality assurance standards that ensure consistent, professional, and effective customer service while supporting continuous improvement initiatives across all TSD operations.
Place of Performance:
Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX.
Essential Functions:
• Quality Framework Development: Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements
• Performance Monitoring: Conduct systematic monitoring of customer interactions, ticket documentation, escalation procedures, and resolution quality to ensure adherence to established standards
• Customer Experience Management: Develop and implement customer feedback collection mechanisms, analyze satisfaction survey results, and translate findings into actionable improvement initiatives
• Compliance Assurance: Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service
• Continuous Improvement: Lead initiatives to identify service delivery enhancements, analyze performance trends, and recommend process improvements that maximize customer satisfaction and operational efficiency
Required Qualifications:
• Quality Assurance Expertise: In-depth knowledge of service desk best practices with comprehensive understanding of quality control methodologies and customer experience management principles
• Experience: Minimum three (3) years of experience performing quality control duties in any field, preferably in customer service or technical support environments
• Analytical Skills: Strong analytical and problem-solving abilities with proven experience in data analysis, trend identification, and performance improvement
• Security Clearance: Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation
• Communication: Excellent written and verbal communication skills with ability to provide constructive feedback and drive organizational change
Preferred Qualifications:
• Experience with federal government quality assurance programs
• Knowledge of customer satisfaction measurement methodologies
• Familiarity with service desk monitoring tools and analytics platforms
• Six Sigma, Lean, or other process improvement certifications
• Experience with Help Desk Institute (HDI) quality standards
Performance Metrics:
• Quality Score Achievement: ≥90% across all monitored interactions
• Customer Satisfaction Maintenance: ≥90% favorable ratings
• Process Compliance: ≥95% adherence to documented procedures
• Improvement Initiative Success: Measurable enhancements in service delivery metrics
Key Deliverables:
• Quality Control Standard Operating Procedures
• Customer Satisfaction Survey Analysis Reports
• Quality Performance Dashboards and Metrics
• Process Improvement Recommendations
• Quality Assurance Training Materials
Primary Duties and Responsibilities:
Quality Framework Development and Implementation
• Quality Control System Design: Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements
• Quality Standards Development: Develop and implement quality standards that ensure consistent, professional, and effective customer service across all TSD operations
• Process Documentation: Create detailed Quality Control SOPs that outline monitoring procedures, evaluation criteria, and improvement processes
Systematic Performance Monitoring
• Customer Interaction Monitoring: Conduct systematic monitoring of customer interactions across all channels (phone, email, chat, self-service) to ensure adherence to established quality standards
• Ticket Documentation Review: Monitor ticket documentation quality, escalation procedures, and resolution accuracy to ensure compliance with CBP requirements
• Service Delivery Assessment: Evaluate service delivery quality against established performance metrics and customer expectations
• Real-time Quality Assurance: Implement real-time monitoring systems to identify and address quality issues as they occur
Customer Experience Management
• Customer Feedback Systems: Develop and implement comprehensive customer feedback collection mechanisms including satisfaction surveys and direct feedback channels
• Satisfaction Analysis: Analyze customer satisfaction survey results and translate findings into actionable improvement initiatives
• Customer Communication Quality: Monitor and evaluate the quality of customer communications, including email responses, chat interactions, and phone support
• Service Recovery Management: Implement processes for addressing customer complaints and service recovery situations
Compliance Assurance and Audit Support
• Process Compliance Monitoring: Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service
• Quality Metrics Tracking: Track and report on all quality-related metrics including customer satisfaction ratings, first contact resolution rates, and service level achievements
• Audit Preparation: Prepare for and support internal and external audits related to service quality and compliance
• Corrective Action Implementation: Develop and implement corrective action plans for quality deficiencies
Continuous Improvement Leadership
• Performance Trend Analysis: Analyze performance trends and quality metrics to identify opportunities for service enhancement
• Process Improvement Initiatives: Lead initiatives to identify service delivery enhancements and recommend process improvements that maximize customer satisfaction and operational efficiency
• Best Practice Development: Research and implement industry best practices for service desk quality management
• Quality Training Support: Work with Training Lead to develop quality-focused training materials and improvement programs
Data Analysis and Reporting
• Quality Metrics Dashboard: Develop and maintain quality performance dashboards and metrics reporting systems
• Quality Performance Reports: Prepare comprehensive quality performance reports for management and government stakeholders
• Root Cause Analysis: Conduct detailed root cause analysis for quality issues and develop prevention strategies
• Benchmarking Analysis: Conduct benchmarking studies to compare TSD performance against industry standards and best practices
Staff Development and Coaching
• Quality Coaching Programs: Implement coaching programs to help staff improve service quality and customer interaction skills
• Performance Feedback Systems: Provide structured feedback to staff based on quality monitoring results
• Recognition Programs: Develop and implement recognition programs that reward high-quality service delivery
• Quality Culture Development: Foster a culture of quality excellence throughout the TSD organization
Customer Satisfaction Management
• Satisfaction Survey Administration: Manage customer satisfaction survey programs including design, distribution, and analysis
• Customer Complaint Resolution: Oversee customer complaint resolution processes and ensure timely, satisfactory outcomes
• Service Level Monitoring: Monitor service level achievements and work with operations to address performance gaps
• Customer Communication Standards: Establish and maintain standards for customer communication quality and professionalism
group id: 91008401
