ZipRecruiter
Quality Control Project Manager (Remote)
ZipRecruiter, Ashburn, Virginia, United States, 22011
Job DescriptionJob Description
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.
At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.
Location:
Ashburn, VA (Remote - must live in communting distance to Ashburn for meetings)
Clearance Requirement:
U.S. or Lawful Permanent (LPR) with ability to pass a Background Investigation (BI)
Overview
We are seeking a highly motivated Quality Control Project Manager to join our team providing 24x7x365 Technology Service Desk (TSD) operations in support of a large, mission-critical enterprise environment. The service desk is the first line of contact for IT support services, handling calls, chats, emails, self-service requests, and incident reports. Our team supports a diverse global user base of more than 65,000 employees, contractors, and external partners across 1,800+ locations worldwide.
The TSD resolves technology issues and fulfills requests for nearly 300 custom and commercial-off-the-shelf (COTS) applications, while escalating more complex issues to higher-level support teams. This fast-paced environment requires strong quality oversight, performance management, and a focus on continuous improvement to ensure uninterrupted access to critical IT systems.
Key Responsibilities
The Quality Control Lead will serve as a key member of the management team, ensuring that contractual objectives and performance standards are met or exceeded. Responsibilities include:
Ensuring program staff perform in compliance with contractual performance objectives.
Performing continuous monitoring of staffing levels, agent availability/productivity, and contact volume to confirm alignment with service delivery goals.
Identifying and reporting operational events (e.g., spikes in volume, increased wait times) and preparing detailed after-action reports with root cause, mitigation steps, and improvement plans.
Ensuring all work complies with established processes, procedures, and performance metrics, while providing objective evidence of compliance when requested.
Driving continuous improvement initiatives to maximize First Contact Resolution (FCR) rates.
Supporting quality control briefings to leadership with daily, weekly, and monthly performance updates.
Ensuring accurate and timely delivery of Standard Operating Procedures (SOPs), performance reports, and other contract deliverables.
Reviewing and responding to customer feedback (surveys and direct feedback) and leveraging it to improve service delivery and customer satisfaction.
Leading initiatives to improve customer experience and service delivery, including:
Enhancing resource planning, staff management, and training programs.
Analyzing trends in support requests to reduce overall ticket and call volumes.
Required Qualifications
Education:
Bachelor's degree in a related field.
Experience:
Minimum of 3 years of experience performing quality control duties in any field.
Experience managing and reporting on contract performance objectives, metrics, and Acceptable Quality Levels (AQLs).
In-depth knowledge of service desk best practices.
Certifications:
HDI Customer Service Representative or HDI Support Center Analyst certification. (desired)
ITIL v4 certification. (desired)
If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!
Physical and Mental Qualifications:
Maintain focus and awareness throughout scheduled working hours.
Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
Lift and move objects weighing up to 15 pounds as needed.
Exhibit excellent verbal and written communication skills, with a strong command of the English .
Demonstrate the ability to work independently while also collaborating effectively as part of a team.
Quickly learn and retain routine tasks and processes.
Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on , , (including ), , , creed, , , , marital status, genetic information, , political affiliation, protected veteran status, or any other status protected by federal, state or local law.
DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.
At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.
Location:
Ashburn, VA (Remote - must live in communting distance to Ashburn for meetings)
Clearance Requirement:
U.S. or Lawful Permanent (LPR) with ability to pass a Background Investigation (BI)
Overview
We are seeking a highly motivated Quality Control Project Manager to join our team providing 24x7x365 Technology Service Desk (TSD) operations in support of a large, mission-critical enterprise environment. The service desk is the first line of contact for IT support services, handling calls, chats, emails, self-service requests, and incident reports. Our team supports a diverse global user base of more than 65,000 employees, contractors, and external partners across 1,800+ locations worldwide.
The TSD resolves technology issues and fulfills requests for nearly 300 custom and commercial-off-the-shelf (COTS) applications, while escalating more complex issues to higher-level support teams. This fast-paced environment requires strong quality oversight, performance management, and a focus on continuous improvement to ensure uninterrupted access to critical IT systems.
Key Responsibilities
The Quality Control Lead will serve as a key member of the management team, ensuring that contractual objectives and performance standards are met or exceeded. Responsibilities include:
Ensuring program staff perform in compliance with contractual performance objectives.
Performing continuous monitoring of staffing levels, agent availability/productivity, and contact volume to confirm alignment with service delivery goals.
Identifying and reporting operational events (e.g., spikes in volume, increased wait times) and preparing detailed after-action reports with root cause, mitigation steps, and improvement plans.
Ensuring all work complies with established processes, procedures, and performance metrics, while providing objective evidence of compliance when requested.
Driving continuous improvement initiatives to maximize First Contact Resolution (FCR) rates.
Supporting quality control briefings to leadership with daily, weekly, and monthly performance updates.
Ensuring accurate and timely delivery of Standard Operating Procedures (SOPs), performance reports, and other contract deliverables.
Reviewing and responding to customer feedback (surveys and direct feedback) and leveraging it to improve service delivery and customer satisfaction.
Leading initiatives to improve customer experience and service delivery, including:
Enhancing resource planning, staff management, and training programs.
Analyzing trends in support requests to reduce overall ticket and call volumes.
Required Qualifications
Education:
Bachelor's degree in a related field.
Experience:
Minimum of 3 years of experience performing quality control duties in any field.
Experience managing and reporting on contract performance objectives, metrics, and Acceptable Quality Levels (AQLs).
In-depth knowledge of service desk best practices.
Certifications:
HDI Customer Service Representative or HDI Support Center Analyst certification. (desired)
ITIL v4 certification. (desired)
If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!
Physical and Mental Qualifications:
Maintain focus and awareness throughout scheduled working hours.
Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
Lift and move objects weighing up to 15 pounds as needed.
Exhibit excellent verbal and written communication skills, with a strong command of the English .
Demonstrate the ability to work independently while also collaborating effectively as part of a team.
Quickly learn and retain routine tasks and processes.
Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on , , (including ), , , creed, , , , marital status, genetic information, , political affiliation, protected veteran status, or any other status protected by federal, state or local law.
DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.