Service Quality Assurance Lead

Service Quality Assurance Lead

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

* * *

The Opportunity:

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 analysist 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:

• TS/SCI with Poly required 

• Bachelor’s degree in a related technical field (Science, Technology, Engineering, and Mathematics (STEM)) or equivalent work experience

• 7+ years or related work experience  

• Experience managing enterprise programs $25M-$50M in value  

• Managers major sub-function for a large program  

• Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources.  

• Expertise in Service Management and Service Integration solutions  

• Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders  

• Extensive experience leading personnel, multiple teams with an emphasis on providing a culture of inclusiveness, independent thought, consistent communication, and mentorship  

• Demonstrated experience providing day-to-day management of a program, and developing long-term, strategic objectives to ensure that end user requirements will be satisfied  

• Active ITIL 4, ITIL Foundation Certification and experience using, managing, or implementing ITIL practices. 

• Ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership 

• Demonstrated ability to continuously improve and integrate services and procedures 

• Skilled at working collaboratively in complex cross-team/contract/Government organization environment with experience demonstrating leadership abilities

Desired:

• Program Management Institute (PMI) Program Management Professional (PgMP) or a Project Management Professional (PMP) certification

• Experience working with Government clients, specifically within the Intelligence Community.

• Familiarity with IT Service Management toolsets such as ServiceNow or Remedy, and other Systems Engineering tools

• Relevant work experience and leadership in PM/SIAM/IT Service Management commercial environment

• Lead/managed IT infrastructure service transitions

• Experience with large teams in a matrixed management structure

• Experience with Governance and Organizational Change Management

• Demonstrated experience with facets of personnel management

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.

Learn more about CACI here.

________________________________________________________________________________________

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