Quality Assurance Manager

Digital Management Llc; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading provider of digital services, DMI is seeking a Quality Assurance Lead to oversee IT service quality and customer satisfaction. The role involves implementing quality processes, engaging stakeholders, and driving process improvements to achieve organizational goals. Candidates must have relevant certifications and strong skills in quality assurance and customer management. Join DMI to work with a diverse team and enjoy various perks while contributing to client success.

Benefits

Virtual visits through health insurance

Tuition assistance

Generous 401k match

Annual awards ceremony

Wellness programs

Qualifications

• Experience in quality assurance processes for IT operations.
• Strong skills in stakeholder relationship management.
• Understanding of systems engineering lifecycle processes.

Responsibilities

• Develop and maintain quality assurance processes.
• Act as primary contact for stakeholder feedback.
• Track performance metrics and propose corrective actions.

Skills

Quality Assurance

Customer Management

Technical Proficiency

Data Analysis

Communication

Education

PMP Certification

ITIL Certification

Tools

Microsoft Office

SharePoint

ServiceNow

Tableau

Power BI

Job description

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Quality Assurance Leadto join us.

The Quality Assurance Lead ensures high-quality IT service delivery and customer satisfaction for enterprise operations. This role focuses on quality assurance, customer engagement, and process improvement to meet organizational goals. Key responsibilities include:

• Quality Assurance: Develop and maintain processes to ensure deliverables meet performance standards and service level agreements.
• Customer Engagement: Act as the primary contact for stakeholders, gathering feedback and aligning services with operational needs.
• Performance Monitoring: Track technical, cost, and quality metrics, recommending corrective actions to maintain excellence.
• Process Improvement: Lead initiatives to enhance efficiency, following systems engineering lifecycle processes.
• Deliverable Validation: Review deliverables for accessibility and configuration management compliance.
• Stakeholder Collaboration: Coordinate with program managers and contractors to integrate feedback into operations.
• Reporting: Prepare quality assurance reports, including metrics and lessons learned, for regular briefings.
• Risk Management: Identify quality-related risks, propose mitigations, and report during status meetings.
• Knowledge Management: Maintain a repository for quality processes and customer engagement activities.
• Compliance: Ensure adherence to enterprise architecture and security standards, supporting lifecycle reviews.

Qualifications

The Quality Assurance Lead must possess the following skills and certifications to effectively fulfill the role:

• Quality Assurance: Experience implementing quality processes for IT operations, familiar with ISO 9001 or similar standards.
• Customer Management: Strong skills in gathering feedback and maintaining stakeholder relationships.
• Technical Proficiency: Advanced use of Microsoft Office, SharePoint, and tools like ServiceNow.
• Data Analysis: Ability to create visualizations with Tableau or Power BI for reporting.
• Communication: Advanced skills in preparing professional reports and briefings.
• Certification: Must be PMP, ITIL Certified
• Lifecycle Knowledge: Familiarity with systems engineering lifecycle processes.
• Accessibility: Knowledge of accessibility standards for deliverables.

Desired:

• Federal or enterprise IT quality assurance experience.
• Certifications: ITIL Intermediate, CSQE, ServiceNow Implementation Specialist.
• Agile methodology experience (Scrum, Kanban).
• Hybrid multi-cloud quality assurance knowledge (AWS, Azure, Google).
• Security clearance eligibility.
• Change and configuration management expertise.
• Business process improvement background.
• Stakeholder training program development.

Clearance Requirements: Successful completion of a government security screening and/or a Secret Clearance

Additional Requirements: Successful completion of a Public Trust background investigation and/or a Public Trust clearance.

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote, US

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.