Job Description

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.

Requirements:

• Minimum three years’ quality control experience, preferably within IT service operations.
• Bachelor’s degree in Quality Management, IT, or related.
• Working knowledge of service desk best practices, industry frameworks, and quality methodologies (e.g., ITIL, ISO 9001).
• Analytical mindset and strong written/verbal communication skills.

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.

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