eTRANSERVICES is hiring: Project Manager - Quality Control Lead in Ashburn

eTRANSERVICES is currently bidding on this position. This position is contingent upon the successful award of a contract or bid proposal. While we are actively reviewing candidates, please be advised that the position will only be officially offered once the contract/bid has been awarded.

Scope

The Project Manager I – Quality Control Lead shall be responsible for implementing and maintaining a quality management framework to verify that Contractor services meet or exceed required performance standards. The position requires in-depth knowledge of IT Service Desk best practices, as well as experience in quality assurance, audit, and compliance monitoring. The Quality Control Lead will work closely with program leadership to report findings, recommend performance improvements, and implement corrective actions.

Responsibilities

The Project Manager I – Quality Control Lead shall:

• Develop and implement a quality control plan (QCP) aligned with contract and Government requirements.
• Conduct quality reviews, audits, and inspections of IT Service Desk processes, tickets, and staff performance.
• Monitor adherence to service desk best practices, SLAs, and standard operating procedures (SOPs).
• Prepare and deliver quality assurance reports to the Contracting Officer’s Representative (COR) and Government leadership.
• Identify performance deficiencies and recommend corrective actions or training initiatives.
• Maintain records of quality audit findings, remediation actions, and performance trends.
• Coordinate with the Training Lead and Program leadership to address recurring issues through staff development.
• Serve as a subject matter expert on service desk quality practices, customer service standards, and process improvement.
• Support program-wide initiatives for continuous service improvement.

Required Qualifications

• In-depth knowledge of service desk best practices, methodologies, and performance monitoring techniques.
• A minimum of three (3) years of experience performing quality control duties in any professional field.
• Strong analytical, organizational, and communication skills.
• Ability to conduct quality assessments, document results, and implement improvements effectively.

Desired Qualifications

• Experience in IT Service Desk quality assurance, Federal IT program quality control, or related quality monitoring roles.
• Certification or training in quality management frameworks (e.g., ISO 9001, Six Sigma, Lean IT).
• ITIL certification or experience applying ITIL service management practices.
• Familiarity with Federal contract compliance, reporting standards, and performance evaluation.

Deliverables

The Project Manager I – Quality Control Lead shall provide the following deliverables in support of the program:

• Quality Control Plan (QCP), reviewed and approved by the Government.
• Monthly quality assurance reports, including analysis of SLA compliance and identified trends.
• Corrective Action Reports (CARs) and remediation documentation when deficiencies are noted.
• Audit results, inspection records, and lessons-learned reports.
• Recommendations for continuous improvement initiatives and quality enhancements.

Work Location & Environment

• Primary duty: Tasks shall be performed primarily remotely, with site visits to Government-provided facilities as required.
• On-site access:
• Central TSD Office: Ashburn, VA (24/7 access for Contractor staff).
• Secondary Facilities: Orlando, FL (capacity of 15 staff) and San Antonio, TX (capacity of 5 staff).