A3T (Agil3 Technology Solutions)
Project Manager I – Quality Control Lead
A3T (Agil3 Technology Solutions), Ashburn, Virginia, United States, 22011
Project Manager I – Quality Control Lead
The Project Manager I – Quality Control Lead is responsible for overseeing the quality assurance and quality control program for the contract. This role ensures that all contractor-provided services meet or exceed the performance standards and Acceptable Quality Levels (AQLs) defined in the Performance Work Statement (PWS). The Quality Control Lead manages ticket reviews, call monitoring, process audits, and continuous improvement initiatives, while supporting Program Management Reviews (PMRs) and customer satisfaction reporting.
Responsibilities
Develop, implement, and maintain the Quality Control SOP in alignment with agency requirements
Conduct regular quality reviews of Tier I, Tier II, and optional tasks tickets, calls, chats, and emails to ensure compliance with documented procedures
Monitor and track performance against contract AQLs (e.g., First Contact Resolution, response times, resolution times, and customer satisfaction)
Provide daily, weekly, and monthly quality metrics to the Program Manager, Operations Manager, and agency leadership
Identify performance gaps, develop corrective action plans, and monitor remediation effectiveness
Lead after-action reviews for operational events (volume spikes, outages, ticket backlogs) and provide recommendations for improvement
Partner with the Training Lead to align training curricula with identified quality gaps
Support the Program Manager in preparing Program Management Review (PMR) materials and quality-related deliverables
Manage customer feedback channels, analyze survey results, and recommend customer experience enhancements
Ensure compliance with ITIL/HDI best practices, organizational SOPs, and agency quality standards
Maintain audit trails and documentation of all quality reviews for government inspection
Support transition activities by validating quality processes for incoming and outgoing staff
Minimum Qualifications
Education: Bachelor’s degree in Business Administration, Information Technology, Quality Management, or related field. Equivalent experience may be considered
Experience:
Minimum 4 years of quality management or IT service desk operations experience
At least 3 years of experience managing quality reviews in a help desk / call center environment
Familiarity with federal IT service delivery environments strongly preferred
Certifications:
ITIL v4 Foundation (required)
Six Sigma Green Belt, Lean IT, or equivalent quality certification (preferred)
Skills:
Strong analytical and reporting skills; ability to interpret and present performance metrics
Experience with IT Service Management (ITSM) tools (e.g., ServiceNow) and call monitoring systems (e.g., Amazon Connect)
Excellent communication and collaboration skills, with ability to work across multiple teams
Detail-oriented with strong problem-solving skills and a focus on continuous improvement
Other Requirements
Must be a U.S. Citizen
Must pass government background investigation
Ability to support a 24x7x365 service desk operation, including occasional after-hours quality checks
Occasional travel may be required
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T has received numerous recognitions for growth and industry impact and is seeking to expand its growing team.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
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Responsibilities
Develop, implement, and maintain the Quality Control SOP in alignment with agency requirements
Conduct regular quality reviews of Tier I, Tier II, and optional tasks tickets, calls, chats, and emails to ensure compliance with documented procedures
Monitor and track performance against contract AQLs (e.g., First Contact Resolution, response times, resolution times, and customer satisfaction)
Provide daily, weekly, and monthly quality metrics to the Program Manager, Operations Manager, and agency leadership
Identify performance gaps, develop corrective action plans, and monitor remediation effectiveness
Lead after-action reviews for operational events (volume spikes, outages, ticket backlogs) and provide recommendations for improvement
Partner with the Training Lead to align training curricula with identified quality gaps
Support the Program Manager in preparing Program Management Review (PMR) materials and quality-related deliverables
Manage customer feedback channels, analyze survey results, and recommend customer experience enhancements
Ensure compliance with ITIL/HDI best practices, organizational SOPs, and agency quality standards
Maintain audit trails and documentation of all quality reviews for government inspection
Support transition activities by validating quality processes for incoming and outgoing staff
Minimum Qualifications
Education: Bachelor’s degree in Business Administration, Information Technology, Quality Management, or related field. Equivalent experience may be considered
Experience:
Minimum 4 years of quality management or IT service desk operations experience
At least 3 years of experience managing quality reviews in a help desk / call center environment
Familiarity with federal IT service delivery environments strongly preferred
Certifications:
ITIL v4 Foundation (required)
Six Sigma Green Belt, Lean IT, or equivalent quality certification (preferred)
Skills:
Strong analytical and reporting skills; ability to interpret and present performance metrics
Experience with IT Service Management (ITSM) tools (e.g., ServiceNow) and call monitoring systems (e.g., Amazon Connect)
Excellent communication and collaboration skills, with ability to work across multiple teams
Detail-oriented with strong problem-solving skills and a focus on continuous improvement
Other Requirements
Must be a U.S. Citizen
Must pass government background investigation
Ability to support a 24x7x365 service desk operation, including occasional after-hours quality checks
Occasional travel may be required
Company Overview Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T has received numerous recognitions for growth and industry impact and is seeking to expand its growing team.
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term & Long-Term Disability
401k Retirement Savings Plan with Company Match
Paid Holidays
Paid Time Off (PTO)
Tuition and Professional Development Assistance
Parking/Travel Reimbursement (metropolitan areas)
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