Quality Manager

CACI International Inc; Reston (OR); On-site; USD 121,000 - 266,000; Full time

Job summary

CACI International Inc. is seeking a Quality Manager to lead the Global Mission Operations Support program under the Department of State. The role requires directing QMP development and metrics, while ensuring quality across global IT services and projects.

You will drive continuous improvement and enterprise-wide quality governance. The position emphasizes leadership, cross‑functional collaboration, and compliance with government requirements, including managing customers and executive

Qualifications

• BA/BS degree with 13+ years of relevant IT/quality management experience.
• Active Secret clearance.
• Experience building, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments.
• Experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements.
• Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies.
• Experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements.
• Experience developing and managing customer experience programs including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans.
• Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting.
• Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes.

Responsibilities

• Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise.
• Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements.
• Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology.
• Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards.
• Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans.
• Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes.
• Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations.
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing.

Skills

Quality management

KPIs

SLAs

NPS

Performance metrics

Governance

Leadership

Cross-functional

Govt contracting

Education

BA/BS degree

Tools

ITSM tools

Quality management software

Job description

Job Title: Quality Manager
Job Category: Engineering
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local

The Opportunity:

CACI is seeking a Quality Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Responsibilities:

• Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise
• Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements
• Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology
• Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards
• Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans
• Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes
• Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing

Qualifications:

Required –

• BA/BS + 13 years of relevant experience; equivalencies considered
• Active Secret clearance
• Extensive experience developing, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments
• Demonstrated experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements
• Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies
• Demonstrated experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements
• Experience developing and managing customer experience and service quality programs, including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans
• Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting
• Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes
• Demonstrated ability to provide enterprise-level quality governance and technical leadership, working across operations, engineering, service management, program leadership, and Government stakeholders

Desired –

• Prior experience supporting federal agencies, especially the Department of State
• Experience supporting large-scale, geographically dispersed or global enterprise IT environments
• Experience with ISO 9001, CMMI, Lean Six Sigma, ITIL, or comparable quality and continuous improvement frameworks
• Lean Six Sigma, ITIL, ISO Quality Management, ASQ, or related professional certification

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$120,800 - $265,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.