Quality Manager
Required skills
- Quality Manager
- IT Operations
- ServiceNow
- Quality Management
- Service Improvement
- Trend Analysis
- Audit Activities
- SLA Compliance
- Root Cause Analysis
- Process Optimization
Nice to have
- Government facility
- Contractor provided facility
Role summary
Strategic Operational Solutions (STOPSO) is seeking a Quality Manager to oversee quality assurance, service improvement, trend analysis, audit activities, and SLA compliance for APR operations. This role ensures consistency in technical support delivery, ticket quality, customer satisfaction, and process adherence, driving continuous service improvement. Responsibilities include managing the quality management program, developing standards and review procedures, conducting audits, leading root-cause analysis, monitoring compliance, generating reports, and coordinating customer satisfaction measurements. The position requires a Bachelor's degree in IT, Business, or related discipline, five years of quality management experience supporting IT operations, experience with ServiceNow environments, and strong analytical and reporting skills. The role can be filled onsite at a Government facility or a contractor-provided facility.
Brief Overview of Position:
Strategic Operational Solutions (STOPSO) is seeking candidates for the Quality Manager role that serves the organization. This role could be filled both onsite at a Government facility or at a contractor provided facility.
STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Primary Responsibilities:
The Quality Manager oversees quality assurance, service improvement, trend analysis, audit activities, and SLA compliance across APR operations. The position ensures consistency of technical support delivery, ticket quality, customer satisfaction, process adherence, and continuous service improvement.
Additionally, in this position you will:
- Manage the APR quality management program.
- Develop and maintain quality standards, scorecards, and review procedures.
- Conduct audits of incidents, work orders, requests, and escalations.
- Analyze service performance trends and identify corrective actions.
- Lead root-cause analysis activities.
- Monitor compliance with SLAs and operational procedures.
- Develop Quality Assurance Reports and management briefings.
- Support continuous improvement and process optimization initiatives.
- Coordinate customer satisfaction measurement activities.
- Provide coaching recommendations to operational leadership.
Qualifications:
- Bachelor's degree in IT, Business, or related discipline.
- Five (5) years of quality management experience supporting IT operations.
- Experience supporting ServiceNow-based service management environments.
- Strong analytical and reporting skills.
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