Quality Assurance (QA) Manager

Quality Assurance (QA) Manager

Titan Technologies is seeking a Quality Assurance (QA) Manager to lead quality oversight for an enterprise end-user support program operating in a 24x7x365 environment. The QA Manager will ensure all services meet contractually required service levels, proactively monitor operations to prevent SLA breaches, and drive continuous improvement across service desk, desk-side support, and deployment projects. This role will also lead training programs, create and maintain knowledge articles in the ITSM platform (ServiceNow), and use QA activities to directly feed training objectives and enhance knowledge management systems. The QA Manager ensures that the highest levels of service quality, accuracy, and customer satisfaction are consistently achieved.

Responsibilities

• Develop and execute the program-wide Quality Control Plan in alignment with SLA requirements.
• Proactively monitor service delivery (Service Desk, Desk Side, Deployment) to identify and address quality issues before SLA breaches occur.
• Review ticket quality in ServiceNow, ensuring proper documentation, categorization, and resolution steps.
• Perform call monitoring, shadowing, and spot checks to ensure professionalism and adherence to performance standards.
• Conduct regular QA audits and report findings to leadership with actionable recommendations.
• Partner with the Service Desk Manager to align QA results with staff training and performance improvement.
• Lead development and maintenance of training materials and deliver training to ensure consistent, high-quality service delivery.
• Manage the creation, curation, and continuous improvement of knowledge base articles in ServiceNow.
• Analyze QA data to identify trends, root causes, and opportunities for continuous improvement.
• Provide recommendations to improve processes, customer satisfaction, and the use of ITSM / ACD tools.
• Prepare and deliver QA reports to leadership and customer stakeholders, highlighting service quality metrics and improvement actions.

You MUST have

It's great if you also have

Education

Company Description

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.