ESM ยท 4 months ago
Quality Control Lead/Project Manager I
Ashburn, VA
Full-time
Onsite
Mid Level
3+ years expEnterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. They are hiring a Quality Control Lead/Project Manager I to ensure program performance, monitor staffing and contact volume, and lead continuous improvement initiatives for customer service delivery.
Education
No H1B
Responsibilities
Ensure Program team performs all functions and meets contractual performance objectives
Perform continuous monitoring of staffing, agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives
Identify and report "operational events" (spikes in volume and/or wait times) to Government in a timely manner, and provide an "after action report" that identifies root cause, actions taken to mitigate, and plans for improvement (if appropriate) after each operational event
Ensure work performed by contract personnel complies with existing/approved Processes and Procedures and provide objective evidence of compliance as requested
Identify ways to maximize and continuously improve First Contact Resolution (FCR)
Support QC briefings to Government leadership on daily, weekly, and/or monthly performance as requested
Ensure accurate and on time delivery of effective Standard Operating Procedures (SOPs), performance reports and other deliverables
Review and respond to customer feedback-including from customer satisfaction surveys and from customers reaching out directly to TSD-and apply that feedback to continuous improvement initiatives
Lead efforts and provide continuous guidance for continual and measurable improvements to existing service delivery and customer experience, including:
Driving customer-focused improvements in resource planning, management, and training
Analyzing trends in incoming support requests in order to devise methods to reduce incoming call and email volume
Qualification
Required
In depth knowledge of service desk best practices
Experience managing and reporting on contract performance objectives/ metrics and Acceptable Quality Levels (AQLs)
A minimum of three (3) years of experience performing quality control duties in any field
Bachelor's degree in related field
CBP Background Investigation (BI)
Ability to sit, stand, walk for extended periods of time
Ability to use a computer
U.S. citizens or have Lawful Permanent Resident (LPR) status
Preferred
Be a positive, self-motivated, and proactive person able to adapt to change and tolerate stressful situations
Candidate must communicate effectively with team members, management, and government customer
Ability and desire to research and develop creative solutions to unique problems with minimal supervision
Desired HDI Customer Service Representative or HDI Support Center Analyst, ITIL v4, Certified Associate in Project Management (CAPM)
Company
ESM
If you know ESM for helping students enroll, graduate and succeed by offering solutions along the student lifecycle, we're even bigger and better now as a Xerox company.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase