Contact Center Operations Lead: QA & Process Improvement

Integral Federal, Inc.; Vienna (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

Integral Federal, Inc. is seeking a seasoned Contact Center Operations Manager to ensure high-quality service across customer interactions and operational processes. You will lead QA, performance analytics, and process improvements while maintaining strict KPI compliance.

You will partner with QA, Training, and Operations to drive continuous improvement within the service desk. Responsibilities include QA audits, shift planning support, KPI reporting, and collaboration with Real-Time Adherence

Qualifications

• Active Secret clearance is required.
• Education: Bachelor's degree preferred (or equivalent work experience).
• 2-4 years in a service desk, contact center, or customer support environment.
• 1-2 years in a QA, operations support, or performance analytics role preferred.
• Proficient with ticketing systems (ServiceNow, Salesforce, Zendesk)
• Proficient with Remote desktop systems (AWS, Azure, Citrix, VMware)
• Strong Excel or reporting skills (pivot tables, formulas, dashboards)
• Knowledge of QA frameworks and performance metrics (AHT, THT, SLA)
• Strong analytical and problem-solving abilities
• Excellent communication and documentation skills
• Detail-oriented, organized, and able to manage multiple priorities
• Communication: Clear, professional, and customer-focused
• Issue Resolution: Analytical mindset with a focus on root cause and resolution quality
• Process Compliance: Consistently ensures adherence to operational standards and SOPs
• Efficiency & Timeliness: Balances speed and accuracy in service delivery and reporting
• Collaboration: Works effectively with cross-functional teams in a fast-paced environment

Responsibilities

• Quality Assurance: Conduct quality audits of service desk tickets, calls, and chats to assess communication effectiveness, issue resolution accuracy, and compliance with established processes.
• Operational Support: Support daily operations through monitoring ticket queues, service levels, and agent adherence.
• Process Improvement: Identify opportunities to streamline service desk workflows and improve ticket handling efficiency.
• Data Analysis & Reporting: Prepare dashboards summarizing trends in communication quality, issue resolution, and customer satisfaction.

Skills

Quality Assurance

Data Analysis

Reporting Dashboards

Operational Support

Cross-functional Collaboration

Analytical Thinking

Communication Skills

Process Improvement

Excel

SOP Compliance

Education

Bachelor's degree in Business, IT, or related field

Tools

ServiceNow

Salesforce

Zendesk

AWS

Azure

Citrix

VMware

Job description

Integral Federal, Inc. is seeking a seasoned Contact Center Operations Manager to ensure high-quality service across customer interactions and operational processes. You will lead QA, performance analytics, and process improvements while maintaining strict KPI compliance.

You will partner with QA, Training, and Operations to drive continuous improvement within the service desk. Responsibilities include QA audits, shift planning support, KPI reporting, and collaboration with Real-Time Adherence