CSI Lead: Drive Operational Excellence & Quality

ITCON Services; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

ITCON Services is seeking a seasoned CSI Lead to drive quality assurance, continuous improvement, and performance reporting across service delivery operations. You will partner with Operations, Technology, Training, and WFM to enhance quality, customer satisfaction, and contractual outcomes.

The role emphasizes root cause analysis, CAPA planning, and the production of performance deliverables under federal contract considerations.

Qualifications

• This role requires a strong background in quality management and service improvement.
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Responsibilities

• Lead the organization's Quality Assurance (QA) and Continual Service Improvement (CSI) program.
• Conduct quality and performance analyses to identify operational risks, trends, and improvement opportunities.
• Identify, document, investigate, and track service delivery errors and quality issues.
• Perform root cause analysis and develop corrective and preventive action (CAPA) plans.
• Monitor quality metrics, service levels, performance indicators, and customer experience trends.
• Manage calibration sessions to ensure consistent evaluation standards across quality teams.
• Develop and implement process improvement initiatives to enhance operational efficiency and service quality.
• Coordinate improvement efforts across Operations, Technology, Training, and Workforce Management (WFM) functions.
• Establish and maintain quality monitoring frameworks, audit procedures, and performance scorecards.
• Analyze SLA, KPI, and operational performance data to drive continuous improvement recommendations.
• Lead reporting activities and provide executive-level analysis on quality and performance outcomes.
• Oversee the production, quality review, and distribution of contract deliverables and required program documentation.
• Support organizational initiatives related to ITIL service management, process maturity, and operational excellence.

Skills

Quality Assurance

Continual Service Improvement

Root Cause Analysis

CAPA

Performance Analytics

SLA/KPI Analysis

Quality Monitoring

Leadership

Stakeholder Management

Data-Driven Decision Making

Education

Bachelor's degree in Quality Management, Business Administration, Operations Management, Analytics, Information Technology, or related field

Job description

ITCON Services is seeking a seasoned CSI Lead to drive quality assurance, continuous improvement, and performance reporting across service delivery operations. You will partner with Operations, Technology, Training, and WFM to enhance quality, customer satisfaction, and contractual outcomes.

The role emphasizes root cause analysis, CAPA planning, and the production of performance deliverables under federal contract considerations.