Project Manager I - Quality Control Lead

The Project Manager I – Quality Control Lead is responsible for overseeing the quality assurance and quality control program for the contract. This role ensures that all contractor-provided services meet or exceed the performance standards and Acceptable Quality Levels (AQLs) defined in the Performance Work Statement (PWS). The Quality Control Lead manages ticket reviews, call monitoring, process audits, and continuous improvement initiatives, while supporting Program Management Reviews (PMRs) and customer satisfaction reporting.

Key Responsibilities

• Develop, implement, and maintain the Quality Control SOP in alignment with agency requirements.
• Conduct regular quality reviews of Tier I, Tier II, and optional tasks tickets, calls, chats, and emails to ensure compliance with documented procedures.
• Monitor and track performance against contract AQLs (e.g., First Contact Resolution, response times, resolution times, and customer satisfaction).
• Provide daily, weekly, and monthly quality metrics to the Program Manager, Operations Manager, and agency leadership.
• Identify performance gaps, develop corrective action plans, and monitor remediation effectiveness.
• Lead after-action reviews for operational events (volume spikes, outages, ticket backlogs) and provide recommendations for improvement.
• Partner with the Training Lead to align training curricula with identified quality gaps.
• Support the Program Manager in preparing Program Management Review (PMR) materials and quality-related deliverables.
• Manage customer feedback channels, analyze survey results, and recommend customer experience enhancements.
• Ensure compliance with ITIL/HDI best practices, organizational SOPs, and agency quality standards.
• Maintain audit trails and documentation of all quality reviews for government inspection.
• Support transition activities by validating quality processes for incoming and outgoing staff.

Minimum Qualifications

• Education: Bachelor’s degree in Business Administration, Information Technology, Quality Management, or related field. Equivalent experience may be considered.
• Experience:
  • Minimum 4 years of quality management or IT service desk operations experience.
  • At least 3 years of experience managing quality reviews in a help desk / call center environment.
  • Familiarity with federal IT service delivery environments strongly preferred.
• Certifications:
  • ITIL v4 Foundation (required).
  • Six Sigma Green Belt, Lean IT, or equivalent quality certification (preferred).
• Skills:
  • Strong analytical and reporting skills; ability to interpret and present performance metrics.
  • Experience with IT Service Management (ITSM) tools (e.g., ServiceNow) and call monitoring systems (e.g., Amazon Connect).
  • Excellent communication and collaboration skills, with ability to work across multiple teams.
  • Detail-oriented with strong problem-solving skills and a focus on continuous improvement.

Other Requirements

• Must be a U.S. Citizen.
• Must pass government background investigation.
• Ability to support a 24x7x365 service desk operation, including occasional after-hours quality checks.
• Occasional travel may be required.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)