Qasp / Aql Quality Analyst

Empower AI • Quantico, VA

18d • Hybrid

About The Position

Empower AI is seeking a QASP / AQL Quality Analyst to own the Quality Control Program for an enterprise IT Customer Support Services program supporting a Department of War agency. The program’s Performance Requirements Summary defines binding SLAs, XLAs, and Acceptable Quality Levels (AQLs) across sixteen task areas, and the Government monitors performance under its Quality Assurance Surveillance Plan (QASP). The analyst develops and executes the Quality Control Plan, independently audits service delivery and deliverables against AQLs, validates metrics reported to the Government, drives corrective and preventive action, operates the early-warning remediation process, and leads the Annual KPI/PRS Review. The role ensures reported metrics are accurate and deficiencies are identified, corrected, and prevented from recurring.

This is a salaried, FLSA-exempt position requiring independent analysis, discretion, and independent judgment on matters significant to the program and its customers. It is a hybrid role based in Quantico, Virginia (RKB), with remote work eligibility and up to 10% travel.

Requirements

• Bachelor’s degree and at least 7 years of related experience; alternatively, a master’s degree with 3 years of related experience or an additional 4 years of related experience in lieu of a degree.
• At least 10 years of experience in quality assurance, quality control, performance management, or process improvement for IT service delivery or Government service contracts.
• U.S. citizenship.
• Active Secret clearance, favorably adjudicated T3/T3R, required to start.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Demonstrated experience developing and executing Quality Control Plans on performance-based Federal contracts with PRS/QASP frameworks and AQLs.
• Experience conducting audits and inspections, managing corrective and preventive actions, and performing root cause analysis.
• Strong data analysis skills, including validating operational metrics and preparing trend analyses and threshold recommendations; proficiency with Excel and Power BI or similar tools.
• Working knowledge of ITIL/ITSM processes and ISO/IEC 20000-1 or ISO 9001 quality management systems.
• Excellent writing and communication skills for formal plans, reports, and Government interactions.

Nice To Haves

• ASQ Certified Quality Auditor or Manager of Quality/Organizational Excellence certification.
• Lean Six Sigma Black Belt.
• ITIL 4 Managing Professional certification.
• ISO/IEC 20000 Lead Auditor certification.
• Experience supporting Department of War (DoW), DoD, or other Federal IT service contracts and CPARS-evaluated performance.
• Experience with ServiceNow reporting and Performance Analytics for quality auditing.
• Familiarity with customer experience measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience benchmarking IT support metrics against industry standards such as HDI, MetricNet, or Gartner.
• Experience with incentive/disincentive plan administration.

Responsibilities

• Develop, submit, and maintain the Quality Control Plan, including deficiency identification methods, inspection and audit schedules, inspection and corrective/preventive action records, key control and lock combination procedures, and Government communication and feedback methods.
• Conduct independent inspections, ticket and interaction audits, deliverable reviews, and process compliance audits across task areas against PRS standards, SLAs, XLAs, AQLs, the Customer-Confirmed Ticket Closure process, and ISO/IEC 20000-1-aligned processes.
• Validate the accuracy, completeness, and integrity of performance data and metrics in the Customer Support Metrics Dashboard and monthly and quarterly reports before Government submission.
• Monitor metric trends and operate the early-warning process by identifying key metrics within 5% of their minimum acceptable thresholds for two consecutive months and coordinating formal remediation plans for the next Monthly Customer Support Activity Report.
• Manage corrective and preventive action (CAPA), including documenting deficiencies, driving root cause analysis with task leads, tracking corrective actions to closure, verifying effectiveness, and preventing recurrence.
• Lead the Annual KPI/PRS Review and Recommendation Report by analyzing historical performance, customer feedback, and operational capability changes; benchmarking against external Government and industry IT customer support metrics; and preparing data-driven SLA threshold recommendations.
• Serve as the primary contractor liaison for Government QASP surveillance, incentive/disincentive plan reviews, and post-award or periodic progress meetings; prepare responses to Government deficiency notices and document meeting minutes and action items.
• Maintain quality records for Government inspection, train staff on quality standards and processes, and report quality program status, audit findings, and trends to program leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior