Quality Control LeadTrinity Global Consulting • Dulles, VA, US
Quality Control Lead
Trinity Global Consulting • Dulles, VA, US
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job_description.job_card.job_descriptionIn-depth knowledge of service desk best practices and quality assurance methodologies Minimum of three (3) years of experience performing quality control duties in any field Bachelor's degree in Business Administration, Quality Management, or related field Strong analytical and problem-solving skills with attention to detail Experience with performance metrics analysis and reporting Ability to obtain and maintain CBP Background Investigation Six Sigma Green Belt or Black Belt certification Experience with ITIL quality management processes Knowledge of government contracting quality requirements Experience with ServiceNow quality monitoring and reporting tools Certified Quality Auditor (CQA) or similar quality management certification Background in customer service excellence and continuous improvement Medical, Dental & Vision Coverage – Full coverage for employees and family through CareFirst and VSP. Paid Time Off – Minimum of 2 weeks PTO in accordance with contract requirements. Paid Holidays – 11 federal holidays observed annually. Disability & Life Insurance – Short-term / long-term disability, life insurance, and AD&D coverage included. 401(k) Retirement Plan – Competitive plan managed through Ameritas . Professional Training – Formal training provided as required, with additional learning opportunities based on role.
Job Description
Job Description
Duties May Include :
- Develop and implement quality control SOPs and procedures for monitoring service delivery performance
- Monitor staff compliance with documented TSD processes and procedures providing objective evidence as requested
- Conduct quality reviews of customer interactions including calls, chats, emails, and ticket handling
- Identify opportunities to maximize First Contact Resolution and implement continuous improvement initiatives
- Review and respond to customer feedback including satisfaction surveys and direct customer communications
- Coordinate remediation of customer complaints and support group feedback
Requirements
Required Qualifications :
Desired Qualifications :
Benefits
At Trinity Global Consulting (TGC), we value our employees and provide a comprehensive benefits package that includes :
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Quality Control Lead • Dulles, VA, US
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