Opportunity:
Virtual Service Operations is searching for a Quality Assurance Manager (QAM) to be responsible for ensuring high-quality IT service delivery by managing SLAs, analyzing customer feedback, and recommending process improvements. This leadership role supports strategic goals by aligning service performance with stakeholder expectations and fostering strong communication between technical teams and agency leadership.
In this role, you will be responsible for monitoring service level agreements (SLAs), resolving escalations, and ensuring that all deliverables meet established standards and best practices. They will lead efforts to improve customer satisfaction by analyzing feedback, conducting surveys, and recommending enhancements to business processes and service delivery. Additionally, the QAM will provide regular performance updates to operations management and maintain open communication with end users to ensure transparency and continuous improvement. Through a strong focus on quality, collaboration, and proactive issue resolution, the QAM helps build trust and foster a positive relationship between technical teams and key stakeholders.
- PMP and ITIL certifications
- Please note that pursuant to a government contract, this specific position requires U.S. citizenship status
- Must be willing and able to work remotely
- Must be willing and able to undergo a government Public Trust (SF-85) background investigation
What is Important to Us:
- You are an excellent communicator in writing and speaking.
- You have the ability to work independently but also value teamwork.
- Your problem-solving skills are excellent.
- You are looking for a job where performance appraisals occur regularly, and you look forward to advancing your career.
- You seek a community of virtue-centered co-workers and clients.
What we offer you:
More About VSO