Quality Control Lead / Project Manager I

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Quality Control Lead / Project Manager I for an exciting opportunity located in Ashburn, VA .

Job Description and Responsibilities

ESM is looking for a full-time Quality Control Lead / Project Manager I who demonstrates the following capabilities and satisfies the Minimum Qualifications, Clearance, and Certification requirements.

Employee responsibilities include :

• 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

Required Knowledge, Skills and Abilities (KSA)

Desired KSA

Minimum Training, Education, and Certifications

Minimum Clearance

Physical Requirements

Additional Requirements

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.