Quality Assurance Lead

Strategic Operational Solutions • Morgantown, WV

2d • Onsite

About The Position

Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Assurance Lead role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility. STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Requirements

• Bachelor's degree or equivalent experience.
• Five (5) years of quality assurance or service desk management experience.
• Experience leading QA programs within a help desk or contact center environment.
• Strong analytical and documentation skills.
• Knowledge of Windows operating systems and Microsoft Office products.

Nice To Haves

• HDI Quality Analyst.
• ITIL Foundation.

Responsibilities

• Manages the quality assurance program across Service Desk operations.
• Monitors compliance with service levels.
• Audits customer interactions.
• Manages quality review processes.
• Delivers actionable recommendations to leadership.
• Develop and manage Service Desk and UCC quality assurance processes.
• Conduct audits of calls, tickets, emails, and customer documentation.
• Perform root-cause analysis of service quality deficiencies.
• Produce bi-weekly quality assurance reports.
• Monitor SLA compliance and customer satisfaction performance.
• Lead coaching and corrective action initiatives.
• Coordinate with operational leadership on continuous improvement activities.
• Maintain quality monitoring procedures and scorecards.

What This Job Offers

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