Service Quality Assurance Lead

Service Quality Assurance Lead

CACI is looking for a Service Quality Assurance Lead to oversee and improve our service delivery processes. The successful candidate will be responsible for developing, implementing, and maintaining quality assurance standards across our service operations. This includes making sure teams follow documented standard processes and work instructions.

The Service Quality Assurance Lead will coordinate with functional area leads and SMEs to build a Quality Assurance plan and score card, inspect work (both in-progress and after completion) to ensure that completed work complies with best practices, customers Quality Assurance Surveillance Plan (QASP) and Statement of Work, SOPs and / or work instructions; record results; prepare and submit reports as required; and notify Program Management if work is performed unsatisfactorily, or if a work instructions need to be updated or improved.

Responsibilities :

• Lead and mentor a team of quality assurance analysts
• Develop and implement quality assurance strategies and methodologies
• Establish key performance indicators (KPIs) and quality metrics
• Manage processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog
• Oversee QA monitoring and evaluation of the various aspects of ticket lifecycle to ensure compliance with the Statement of Work and Quality Assurance Surveillance Plan requirements program guidelines
• Oversees a team of quality analysts performing audits and assessments of service quality
• Analyze quality data and prepare reports for senior management.
• Ensures quality processes are developed in conjunction with requirements.
• Tracks and maintains documentation of assigned quality projects.
• Reviews requirements, specifications, and documentation to gain a thorough understanding of the work to be certified.
• Collaborate with other functional leads and service providers to address quality issues and implement improvements
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved
• Develop and deliver quality assurance training program

Qualifications : Required :

Desired :

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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.

Your potential is limitless. So is ours.

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. Learn more here.

The proposed salary range for this position is : $94,400 - $198,200

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.