Quality Assurance Manager

ZipRecruiter; Arlington (TX); Remote; USD 125,000 - 140,000; Full time

Job summary

A premier technology and professional services company seeks a Quality Assurance (QA) Manager in Arlington, TX. You will oversee high-quality technical support services in a DoD environment, driving compliance and process improvements. The position requires 5+ years of experience, a Bachelor's degree, and certifications such as ITILv4 and Lean Six Sigma, offering a competitive salary and comprehensive benefits.

Benefits

26 Days Paid Leave

Performance Bonuses

401(k) with Match

Health Benefits

Parental Leave

Professional Growth

Shared Success

Qualifications

• 5+ years of relevant experience.
• Must maintain a DoD Secret clearance.
• Certifications related to quality assurance required.

Responsibilities

• Develop and maintain QA policies and procedures aligned with DoD.
• Conduct regular quality assessments of support tickets and calls.
• Lead root cause analysis for recurring issues.

Skills

Leadership

Analytical skills

Quality Assurance

Compliance

Education

Bachelor's degree

ITILv4 certification

HDI-M certification

Lean Six Sigma certification

Job description

Job Description

About Us

Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future.

The Quality Assurance (QA) Manager is responsible for overseeing and ensuring the delivery of high-quality technical support services within a Department of Defense (DoD) environment. This role ensures that all help desk operations comply with applicable DoD regulations, Service Level Agreements (SLAs), and industry best practices. The QA Manager leads the development, implementation, and continuous improvement of quality assurance processes, driving service excellence and operational efficiency.

Duties and Responsibilities Include:

• Design, implement, and maintain a comprehensive QA program tailored to DoD help desk operations.
• Develop and maintain QA policies, procedures, and performance metrics aligned with DoD requirements and ITIL best practices.
• Ensure compliance with DoD security policies, including NIST, DFARS, and CMMC frameworks.
• Oversee the monitoring and evaluation of help desk interactions, ensuring accurate documentation and effective resolution of issues.
• Conduct regular quality assessments of support tickets, calls, and user feedback.
• Analyze performance data to identify trends, areas for improvement, and corrective actions.
• Prepare and present regular quality reports to senior leadership and DoD stakeholders.
• Develop and deliver training programs to help desk staff focusing on service quality, security protocols, and customer satisfaction.
• Collaborate with management and technical teams to implement process improvements and corrective actions based on QA findings.
• Lead root cause analysis for recurring issues and ensure corrective actions are tracked and implemented.

Required Qualifications:

• Citizenship and Clearance:
• US Citizenship is required.
• Must have and maintain a DoD Secret clearance.
• Experience:
• 5+ years of relevant experience.
• Education:
• Bachelor's degree or 4 additional years of relevant experience.
• Certifications:
• ITILv4
• HDI-M
• Lean Six Sigma
• Location:
• This is a remote position within the United States requiring minimal travel (CONUS).

Qualifications:

• Certifications related to quality assurance

Work Environment and Physical Demand:

• This position may require the ability to lift up to 50 lbs.

Compensation: $125,000 - $140,000

At Solutions, we reward performance, invest in growth, and share success. Our benefits support the whole person, professionally, financially, and personally.

• 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays. You choose how to use it.
• Performance Bonuses: Issued twice annually, based on company performance. We succeed together and share the results.
• 401(k) with Match: 3% company match with immediate vesting, plus company-paid life insurance up to $300K and options for additional coverage for you and your dependents.
• Health Benefits: Multiple medical plans, dental, vision, FSA and HSA options to fit your needs.
• Parental Leave: 15 days of fully paid leave for new parents, because family matters.
• Military Differential Pay: We bridge the gap for employees on active duty so they don't take a financial hit while serving.
• Professional Growth: Paid training and certifications, tuition reimbursement, and the tools and tech to get the job done right.
• Shared Success: In the event of a company sale, our CEO has committed to returning up to 80% of net proceeds to employees, a rare, values-driven approach to profit sharing.

At Solutions, you'll do work that matters, supported by a company that delivers for its people.