Contact Center Operations & QA Manager

Integral Federal, Inc.; Vienna (VA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Employee Assistance Program

Job summary

Integral Federal, Inc. seeks a Contact Center Operations Manager to ensure high-quality service across customer interactions and operational processes in Vienna, VA.

The role blends QA, performance analysis, and operational support to drive continuous improvement and maintain service standards. You will partner with QA, Training, and Operations to identify opportunities, coach teams, optimize workflows, and deliver actionable reports with KPIs such as CSAT, SLA adherence, and first-contact

Qualifications

• Bachelor’s degree in Business, IT, or related field preferred.
• Active Secret clearance required.
• 2–4 years in a service desk, contact center, or customer support.
• 1–2 years in QA, operations support, or performance analytics preferred.
• Strong Excel and reporting skills required.

Responsibilities

• Conduct QA audits of tickets, calls, and chats.
• Track QA trends and coach teams on improvements.
• Monitor ticket queues, SLAs, and agent adherence daily.
• Generate KPI dashboards and executive reports.
• Document SOPs and support tool updates.

Skills

Quality Assurance

Operational Support

Process Improvement

Data Analysis

Excel / Dashboards

Communication

Education

Bachelor’s degree in Business/ IT or related field

Tools

ServiceNow

Salesforce

Zendesk

Remote Desktop (AWS/Azure/Citrix/VMware)

Job description

Integral Federal, Inc. seeks a Contact Center Operations Manager to ensure high-quality service across customer interactions and operational processes in Vienna, VA.

The role blends QA, performance analysis, and operational support to drive continuous improvement and maintain service standards. You will partner with QA, Training, and Operations to identify opportunities, coach teams, optimize workflows, and deliver actionable reports with KPIs such as CSAT, SLA adherence, and first-contact