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    Quality Assurance Manager with Service Desk experience - Washington, United States - 3M Consultancy

    3M Consultancy
    3M Consultancy Washington, United States

    1 day ago

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    Description

    Job Title:
    Quality Assurance Manager.


    Location:
    Washington DC.


    Duration:
    Full-Time


    Role Specific Duties:


    The Quality Assurance Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.

    Responsible for assuring consistent quality of services, products and solutions provided by the OCIO


    This oversight includes:
    contributing information and analysis to strategic plans and review
    preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
    identifying and resolving problems; completing audits; determining system improvements
    helping to implement change to move DOL closer to best-in-federal-service.
    Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
    Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.
    Onsite work up to 5 days every pay period i.e.

    every 2 weeks, subject to change on Government/client regulations (location:
    Washington DC Federal Building), and periodically attend client stakeholder meetings, training seminars, presentation in Washington DC


    Required Qualifications:
    A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field
    5+ years of proven experience as a quality assurance manager or related role
    3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis
    Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
    Thorough knowledge of methodologies of quality assurance and standards
    Excellent numerical skills and understanding of data analysis/statistical method
    ITIL 4 Foundation Certification

    A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.

    Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

    Experience with ServiceNow ITSM and Amazon Connect IVR/ACD a plus
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