Project Manager I - Quality Control Lead

Project Manager I - Quality Control Lead

Karthik Consulting is seeking Project Manager I - Quality Control Lead with the below skillset. Location : Within commuting distance of the government facility in Ashburn, Virginia, Orlando, FL, or San Antonio, TX. Clearance : Must obtain and maintain favorably adjudicated CBP T4 or T5 background investigation.

Position Overview

The Quality Control Lead establishes and maintains rigorous quality assurance standards that ensure consistent, professional, and effective customer service while supporting continuous improvement initiatives across all TSD operations.

Essential Functions

• Quality Framework Development : Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements
• Performance Monitoring : Conduct systematic monitoring of customer interactions, ticket documentation, escalation procedures, and resolution quality to ensure adherence to established standards
• Customer Experience Management : Develop and implement customer feedback collection mechanisms, analyze satisfaction survey results, and translate findings into actionable improvement initiatives
• Compliance Assurance : Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service
• Continuous Improvement : Lead initiatives to identify service delivery enhancements, analyze performance trends, and recommend process improvements that maximize customer satisfaction and operational efficiency

Required Qualifications

Preferred Qualifications

Performance Metrics

Key Deliverables

Primary Duties and Responsibilities

Quality Framework Development and Implementation : Quality Control System Design : Establish comprehensive quality control processes and procedures that align with Help Desk Institute (HDI) and ITIL best practices while meeting CBP-specific requirements. Quality Standards Development : Develop and implement quality standards that ensure consistent, professional, and effective customer service across all TSD operations. Process Documentation : Create detailed Quality Control SOPs that outline monitoring procedures, evaluation criteria, and improvement processes.

Systematic Performance Monitoring : Customer Interaction Monitoring : Conduct systematic monitoring of customer interactions across all channels (phone, email, chat, self-service) to ensure adherence to established quality standards. Ticket Documentation Review : Monitor ticket documentation quality, escalation procedures, and resolution accuracy to ensure compliance with CBP requirements. Service Delivery Assessment : Evaluate service delivery quality against established performance metrics and customer expectations. Real-time Quality Assurance : Implement real-time monitoring systems to identify and address quality issues as they occur.

Customer Experience Management : Customer Feedback Systems : Develop and implement comprehensive customer feedback collection mechanisms including satisfaction surveys and direct feedback channels. Satisfaction Analysis : Analyze customer satisfaction survey results and translate findings into actionable improvement initiatives. Customer Communication Quality : Monitor and evaluate the quality of customer communications, including email responses, chat interactions, and phone support. Service Recovery Management : Implement processes for addressing customer complaints and service recovery situations.

Compliance Assurance and Audit Support : Process Compliance Monitoring : Monitor adherence to documented processes, security protocols, and government requirements while ensuring staff deliver polite, professional, and effective customer service. Quality Metrics Tracking : Track and report on all quality-related metrics including customer satisfaction ratings, first contact resolution rates, and service level achievements. Audit Preparation : Prepare for and support internal and external audits related to service quality and compliance. Corrective Action Implementation : Develop and implement corrective action plans for quality deficiencies.

Continuous Improvement Leadership : Performance Trend Analysis : Analyze performance trends and quality metrics to identify opportunities for service enhancement. Process Improvement Initiatives : Lead initiatives to identify service delivery enhancements and recommend process improvements that maximize customer satisfaction and operational efficiency. Best Practice Development : Research and implement industry best practices for service desk quality management. Quality Training Support : Work with Training Lead to develop quality-focused training materials and improvement programs.

Data Analysis and Reporting : Quality Metrics Dashboard : Develop and maintain quality performance dashboards and metrics reporting systems. Quality Performance Reports : Prepare comprehensive quality performance reports for management and government stakeholders. Root Cause Analysis : Conduct detailed root cause analysis for quality issues and develop prevention strategies. Benchmarking Analysis : Conduct benchmarking studies to compare TSD performance against industry standards and best practices.

Staff Development and Coaching : Quality Coaching Programs : Implement coaching programs to help staff improve service quality and customer interaction skills. Performance Feedback Systems : Provide structured feedback to staff based on quality monitoring results. Recognition Programs : Develop and implement recognition programs that reward high-quality service delivery. Quality Culture Development : Foster a culture of quality excellence throughout the TSD organization.

Customer Satisfaction Management : Satisfaction Survey Administration : Manage customer satisfaction survey programs including design, distribution, and analysis. Customer Complaint Resolution : Oversee customer complaint resolution processes and ensure timely, satisfactory outcomes. Service Level Monitoring : Monitor service level achievements and work with operations to address performance gaps. Customer Communication Standards : Establish and maintain standards for customer communication quality and professionalism.