Quality Manager

STOPSO; Ashburn (VA); On-site; USD 110,000 - 120,000; Full time

Job summary

STOPSO is seeking a Quality Manager to oversee quality assurance, service improvement, and SLA compliance across APR operations. The role may be filled onsite at a Government facility or at a contractor facility, with a strong focus on delivering consistent IT support and measurable quality outcomes.

Ideal candidates hold a Bachelor's degree in IT or related field, at least five years of quality management in IT, and experience with ServiceNow-based service management.

Qualifications

• Bachelor's degree in IT, Business, or related discipline.
• Five years of quality management experience supporting IT operations.
• Experience supporting ServiceNow-based service management environments.
• Strong analytical and reporting skills.

Responsibilities

• Oversee quality assurance, service improvement, trend analysis, audit activities, and SLA compliance across APR operations.
• Develop and maintain quality standards, scorecards, and review procedures.
• Lead root-cause analysis and coordinate customer satisfaction measurement activities.
• Provide coaching to operational leadership and drive continuous process improvement.
• Prepare Quality Assurance Reports and management briefings.

Skills

Analytical skills

Reporting skills

Education

Bachelor's degree in IT/Business or related

Tools

ServiceNow

Job description

Brief Overview Of Position

Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Manager role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.

Brief Overview Of Position

Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Manager 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 Quality Manager oversees quality assurance, service improvement, trend analysis, audit activities, and SLA compliance across APR operations. The position ensures consistency of technical support delivery, ticket quality, customer satisfaction, process adherence, and continuous service improvement.

Additionally, In This Position You Will

• Manage the APR quality management program.
• Develop and maintain quality standards, scorecards, and review procedures.
• Conduct audits of incidents, work orders, requests, and escalations.
• Analyze service performance trends and identify corrective actions.
• Lead root-cause analysis activities.
• Monitor compliance with SLAs and operational procedures.
• Develop Quality Assurance Reports and management briefings.
• Support continuous improvement and process optimization initiatives.
• Coordinate customer satisfaction measurement activities.
• Provide coaching recommendations to operational leadership.

Qualifications

• Bachelor's degree in IT, Business, or related discipline.
• Five (5) years of quality management experience supporting IT operations.
• Experience supporting ServiceNow-based service management environments.
• Strong analytical and reporting skills.

Salary: $110000.00 - $120000.00 per year