Quality Assurance Lead

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Quality Assurance Lead for a Full-Time position.

The QA Lead ensures consistent, high-quality IT service delivery across the WMATA Service Desk and support channels. The role emphasizes auditing, performance metrics, process improvement, training support, and alignment with WMATA's standards of excellence. This role partners with service desk management, operations, and training to embed continual service improvement.

Key Duties & Responsibilities

• Audit service desk tickets, calls, chat logs, and workflows for compliance with process, accuracy, and quality standards.
  
• Measure and report on QA metrics (error rate, first-contact resolution, adherence, back-out, rework, etc.).
  
• Identify process gaps, training needs, and systemic issues, and recommend improvements.
  
• Collaborating with training and operations leads to refine standard operating procedures (SOPs), scripts, and knowledge base content.
  
• Perform root cause analysis across defects or deviations, and present corrective actions.
  
• Mentor, coach, and provide feedback to service desk agents based on findings.
  
• Monitor trends and performance over time, propose improvements to raise consistency and customer satisfaction.
  
• Work with WMATA leadership to align QA, CSI (Continual Service Improvement) initiatives, and audit compliance.
  
• Assist in pilot programs, process changes, or workflow modifications to improve quality outcomes.
  

Required Qualifications

• 1-3 years' experience in IT support, customer service operations, or QA roles.
  
• Understanding of ITIL practices and service delivery models.
  
• Familiarity with QA methodologies (sampling, scoring, control charts, SPC).
  
• Strong communication, analytical, organizational, and report writing skills.
  
• Experience with ServiceNow or equivalent ITSM / ticketing systems (preferred).
  
• Ability to influence across teams, present findings, and drive improvement.
  

Preferred / Differentiating Qualifications

• Prior experience in large-scale service desk or transit/public sector environment.
  
• Experience in coaching, training, or performance management.
  
• Exposure to metrics dashboards, PowerBI/Tableau, or similar visualization tools.
  
• Understanding of customer-experience, voice-of-customer programs, or CSAT frameworks.
  

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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