Quality Assurance Manager

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February 23, 2021
Remote, Remote
Job Type


We are currently seeking a motivated, career and customer oriented Quality Assurance Manager to join our team to begin an exciting and challenging career with SAIC.

****This position is 100% Remote****

The Quality Assurance Manager monitors calls and gives feedback via reporting to the agents in the service desk with the objective of improving their technical and process skills while also improving their customer service “soft skills” per the criteria defined in conjunction with the account team. In this role you will:

  • Develop and maintain a Quality Assurance Plan in accordance with ISO standards
  • Facilitate and administer internal ISO 20000 & 9000 certification audits
  • Advise program leadership ensuring program level compliance with SAIC and industry leading practices and standards
  • Implement and manage the Continual Service Improvement (CSI) activities to ensure effectiveness and efficiency of services by monitoring performance trends and reviewing process and procedures on a regularly scheduled basis to ensure measurable improvement
  • Responsible for ensuring the team leads deliver according to SLAs
  • Conduct periodic audits on ISO documentation and CSI Initiatives
  • Establish a documentation management process for all relevant documentation to maintain document control and deliverable timelines
  • Drive and coordinate all program level activities and resources to maintain ISO certification
  • Implement and monitor quality performance metrics to measure the service levels of all service operations
  • Work closely with task leads to ensure services, business process and operations are consistent with prescribed quality standards

***This job pays $115k-120k annually based on experience and other factors***


Required Education/Skills/Years of Experience:

  • Bachelors Degree with at least 9 years of relevant experience (Masters Degree with 7 years or PhD with 4 years of experience)
  • ITIL v4 Managing Professional or Strategic Leader Certification
  • Demonstrated experience supporting ISO Certification Audits
  • Proven track record establishing ITIL practices
  • Strong familiarity with ITIL v3 and v4 gap analysis

Desired Education/Skills/Years of Experience:

  • Past experience with Managed Services or Help Desk Operations
  • ITIL Master Certifications
  • Six Sigma Certifications

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