eGlobalTech

  • Performance Management/Quality Assurance Specialist

    Type
    Regular Full-Time
    US Citizen Required
    Yes
    Job Location
    US-DC-Washington
    Active Security Clearance Required
    none
    Status
    Current
    Clearance Status
    Clearable
  • About the Role

    eGlobalTech, one of the fastest growing technology consulting firms in the DMV, is looking for a Performance Management/Quality Assurance Specialist to join a growing team of hard working and energetic individuals serving our federal client in Washington, DC. This opportunity offers excellent compensation and career growth opportunities, benefit packages that include 20 days PTO, continuing education bonuses, 401K w/ 3% matching after 90 days, and paid holidays and corporate events. 

     

     The main objectives of the position are:

    • Interpret and implement quality assurance standards
    • Collect and compile statistical quality data
    • Develop, recommend and monitor corrective and preventive actions
    • Identify training needs and organize training interventions to meet quality standards
    • Monitor risk management activities
    • Investigate customer complaints and non-conformance issues
    • Draft quality assurance policies and procedures
    • Preparation of project deliverables, including client presentations
    • Providing input into the overall technical project plan
    • Conducting relevant research and analysis with a focus on how it will help further the client and project goals

    Responsibilities

    • Support for service providers’ operation and transition activities
    • Assess policy, process, service level agreements, and measurements as they relate to ITIL, PMI PMBOK standards, and contracts for the client
    • Provide oversight and facilitate the review of contract deliverables
    • Interface with service providers (leadership, PMO, quality assurance) and client’s data center managers to recommend, communicate, and facilitate contract deliverable modifications
    • Plan, prepare and perform ITIL process audits of service providers’ operations and transition processes utilized to ensure compliance to documented policies, processes, the contract and ITIL
    • Prepare recommendations for changes to Service Level Agreements (SLA); maintain a listing of recommendations; coordinate agreements amongst Federal and service provider managers for changes to SLAs and work with service providers to coordinate and facilitate annual SLA reviews
    • Review the service providers’ quarterly and semi-annual customer satisfaction reports; prepare and recommend changes to obtaining result-driven customer satisfaction processes
    • Facilitate meetings with PMO and Quality Assurance staff to discuss performance, process, and service levels
    • Identify problems; determine accuracy and relevance of information; use sound judgment to generate and evaluate alternatives, and to make recommendations
    • Act as a broker between the service providers and Federal managers
    • Assist in the development of standard operating procedures, service level agreements, metrics and measurements where applicable
    • Create, maintain and update numerous written documents outlining and detailing all planned goals, protocols, procedures, processes, solutions and results reports related to implementation and monitoring of quality assurance measures

    Required Qualifications

    • BS/BA degree; MS/MA degree preferred
    • ITIL Framework Intermediate certification (or greater) required
    • Excellent verbal and written communication skills
    • Understanding of Information Technology (IT) policies within the Federal government sector; knowledgeable in data center operations preferred
    • Experience in Quality Assurance/Requirements/Service management
    • Comprehensive knowledge of MS Office and relevant technical areas
    • High analytical ability and abstract reasoning
    • Articulate, well-mannered and well-presented
    • Customer-service focused
    • Team-oriented, yet able to work with minimal guidance
    • Organized, self-starter, results-oriented, and keen attention to detail
    • Ability to work in a fast paced environment
    • Support financial and program management when needed
    • Generation of procurement documents when required
    • This position requires a clearance and/or badge that involves an extensive background and credit check

    Desired Qualifications

    • Project Management Professional (PMP) certification preferred, but not required

    About Us

    Founded in 2004, eGlobalTech is a leading management and IT consulting firm in the Washington, D.C. metropolitan area. Our focus is to provide the public sector with innovative solutions, leveraging cutting-edge tools and methodologies to meet the Government’s most pressing business needs. To achieve this objective, our core practice areas – strategy, IT solutions development, cyber security, and cloud computing – are integrated to provide clients with comprehensive end-to-end results. This integration enables our highly motivated teams to thrive in a culture that encourages out-of-the-box thinking, collaboration and an environment where you can excel. For more information, please visit our website at www.eglobaltech.com.

     

    Equal Employment Opportunity:

     

    eGlobalTech is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability. EEO is the Law.

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