Senior Quality Manager

CACI International Inc.; Reston (VA); On-site; USD 104,000 - 218,000; Full time

Job summary

CACI International Inc. seeks a Senior Quality Manager to lead the development, implementation, and maintenance of QMPs for the GMOS contract supporting the Department of State.

You will drive performance management and continuous improvement across 40,000+ users with a focus on meeting federal requirements. You will establish KPIs, lead customer experience initiatives (surveys, NPS), and maintain SOPs, knowledge base, and training materials while collaborating with stakeholders and senior

Qualifications

• BA/BS degree and 8+ years of related experience.
• Active Secret clearance.
• Experience developing, implementing, and managing Quality Management Plans (QMPs) and QA/QC processes in large IT/service environments.
• Experience establishing KPIs, SLAs, quality thresholds, and reporting frameworks.
• Experience leading customer experience programs including surveys and NPS.
• Strong knowledge of ITSM principles and tools and applying them to quality and service delivery.
• Ability to communicate quality results to senior leadership and government stakeholders.

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMPs across contract activities.
• Ensures services and deliverables meet government requirements and federal policies.
• Leads collaboration to define performance metrics and continuous improvement plans.
• Develops customer experience programs, KPIs, surveys, and action plans.
• Implements knowledge management and SOPs, training materials, and lessons learned.

Skills

Quality management

ITSM

Performance metrics

Quality assurance

Root cause analysis

Continuous improvement

Customer experience

Education

BA/BS degree

Tools

ITSM tools

Job description

Job Title: Senior Quality ManagerJob Category: EngineeringTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *The Opportunity:CACI is seeking a Senior 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.This opportunity is contingent upon awardResponsibilities:Leads development, implementation, and maintenance of comprehensive QMP across all contract activities supporting 40,000+ usersEnsures all services, deliverables, and performance outcomes meet or exceed Government requirements and applicable Federal policiesLeads collaboration with stakeholders to identify operational services requiring Performance Management Metrics proposing continuous improvement methodologyDevelops comprehensive performance metrics consistent with organizational objectives and compliance standardsDevelops comprehensive customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plansDevelops comprehensive KMP including contractor SOPs, internal quality control procedures, training materials, and lessons learnedImplements continuous improvement methodology using performance data and customer feedback to drive service enhancementsPossesses and applies a comprehensive knowledge across key tasks and high impact assignments, plans and leads major technical assignments, and functions as a technical expert across multiple project assignments; may supervise othersQualifications:Required –BA/BS degree and 8+ years of related experience; additional relevant experience may be considered in lieu of degree requirementsActive Secret clearanceDemonstrated experience developing, implementing, and managing Quality Management Plans (QMPs), quality assurance programs, and quality control processes within large-scale IT or service delivery environmentsExperience in establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks used to measure contractual and operational performanceProven experience analyzing performance data, identifying trends and service deficiencies, conducting root cause analysis, and implementing corrective and preventive actionsDemonstrated experience leading continuous improvement initiatives using quantitative performance data, customer feedback, lessons learned, and industry best practices to improve service quality and operational effectivenessExperience developing or managing customer experience and satisfaction programs, including surveys, performance feedback, trend analysis, and measurable improvement plansExperience developing and maintaining SOPs, internal quality control procedures, knowledge management practices, training materials, and lessons-learned repositoriesStrong knowledge of IT Service Management (ITSM) principles, tools, and methodologies and their application to quality, performance, and service delivery managementDemonstrated ability to communicate quality and performance results to senior leadership and Government stakeholders and drive cross-functional accountability for corrective actions and service improvementsDesired –Prior experience supporting federal agencies, especially the Department of State-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:$103,800 - $218,100CACI 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.