Quality Manager

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

STOPSO is seeking a Quality Manager to oversee QA across APR operations, ensuring SLA compliance and service quality in a government- or contractor-facing environment.

You will lead audits, drive continuous improvement, develop quality metrics and scorecards, and coach operational leadership to sustain excellence.

Candidates should have a Bachelor's in IT or business and at least five years in quality management within IT services, plus experience with ServiceNow.

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.

Responsibilities

• Oversee quality assurance and SLA compliance across APR operations.
• 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.

Skills

Quality management

Root-cause analysis

Data analysis

Auditing

Service improvement

Leadership coaching

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.

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.