Quality Assurance Lead

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 70,000 - 110,000; Full time

Job summary

Strategic Operational Solutions, Inc (STOPSO) in Morgantown, WV, is seeking a Quality Assurance Lead to oversee the QA program across Service Desk operations. The role can be filled onsite at a Government facility or at a contractor-provided site, offering exposure to mission-critical IT services.

You will audit interactions, monitor SLAs, drive continuous improvement, and produce actionable reports for leadership.

Qualifications

• 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.

Responsibilities

• The QA Lead manages the quality assurance program across Service Desk operations.
• Monitor compliance with service levels, auditing customer interactions, managing quality review processes, and delivering 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.

Skills

Quality assurance

Service desk management

Root-cause analysis

SLA monitoring

Auditing

Education

Bachelor's degree or equivalent experience

Tools

Windows

Microsoft Office

Job description

Brief Overview of 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.

Primary Responsibilities:

The QA Lead manages the quality assurance program across Service Desk operations. This position is responsible for monitoring compliance with service levels, auditing customer interactions, managing quality review processes, and delivering actionable recommendations to leadership.

Additionally, in this position you will:

• 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.

Qualifications:

• 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.

Desired Skills:

• HDI Quality Analyst.
• ITIL Foundation.