Service Desk QA Lead: Quality & Process Excellence

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 70,000 - 110,000; Full time

Job summary

Strategic Operational Solutions, Inc (STOPSO) in Morgantown, WV, is seeking a Quality Assurance Lead to oversee the QA program across Service Desk operations. The role can be filled onsite at a Government facility or at a contractor-provided site, offering exposure to mission-critical IT services.

You will audit interactions, monitor SLAs, drive continuous improvement, and produce actionable reports for leadership.

Qualifications

• Bachelor's degree or equivalent experience.
• Five (5) years of quality assurance or service desk management experience.
• Experience leading QA programs within a help desk or contact center environment.
• Strong analytical and documentation skills.

Responsibilities

• The QA Lead manages the quality assurance program across Service Desk operations.
• Monitor compliance with service levels, auditing customer interactions, managing quality review processes, and delivering actionable recommendations to leadership.
• Develop and manage Service Desk and UCC quality assurance processes.
• Conduct audits of calls, tickets, emails, and customer documentation.
• Perform root-cause analysis of service quality deficiencies.
• Produce bi-weekly quality assurance reports.
• Monitor SLA compliance and customer satisfaction performance.
• Lead coaching and corrective action initiatives.
• Coordinate with operational leadership on continuous improvement activities.
• Maintain quality monitoring procedures and scorecards.

Skills

Quality assurance

Service desk management

Root-cause analysis

SLA monitoring

Auditing

Education

Bachelor's degree or equivalent experience

Tools

Windows

Microsoft Office

Job description

Strategic Operational Solutions, Inc (STOPSO) in Morgantown, WV, is seeking a Quality Assurance Lead to oversee the QA program across Service Desk operations. The role can be filled onsite at a Government facility or at a contractor-provided site, offering exposure to mission-critical IT services.

You will audit interactions, monitor SLAs, drive continuous improvement, and produce actionable reports for leadership.