Project Manager- Quality Control Lead

San Antonio - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

OCH Technologies is seeking an experienced Project Manager/Quality Control lead. This role will lead the TSD Quality program: author the Quality Control SOP monitor adherence to procedures and drive metric performance through coaching and process improvement.

Location

Hybrid- Commutable distance of Ashburn VA; Orlando FL; or San Antonio TX.

*Onsite reporting may be ad-hoc or recurring.

Core Responsibilities & Duties

Author and maintain the Quality Control SOP; define quality review cadence and artifacts.
Evaluate call/chat/email/ticket interactions against documented procedures and AQLs; provide objective evidence and reporting.
Analyze trends and partner with Training and Operations to drive corrective actions and continuous improvement.
Support knowledge and SOP updates to reflect improvements and new capabilities.

The responsibilities and duties listed above are flexible and subject to change based on operational need.

Requirements

Minimum Qualifications

Education

Bachelors degree from an accredited university or equivalent years of relevant work experience.

Experience

A minimum of five (5) years in QA leadership for service desk/contact center operations
Experience developing/tuning QA scorecards and providing coaching/feedback at scale
Strong analytical skills with ability to translate insight into SOP and process changes

Security Clearance/Screening Requirement

Must be able to obtain and maintain a DHS/CBP Background Investigation (BI)

Preferred Qualifications

Experience in AQL-driven environments (public sector or regulated industries)
Familiarity with ITIL/HDI
Experience with ITSM and contact center analytics

About Us: At OCH we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values we excel in creating secure efficient and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity adapting swiftly to new challenges and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability.

What Defines Us:

Integrity - We act with unwavering honesty ensuring every decision is rooted ethically.
Adaptable - We swiftly adapt to changes seizing opportunities to innovate and lead.
People-Focused - We prioritize relationships championing growth and mutual success.
Accountable - We own our outcomes striving for excellence through continuous improvement.
Collaborative - We cultivate teamwork harnessing diverse talents to forge groundbreaking solutions.

Why Join Us

Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative offering a platform to transform the landscape of government IT services. Here your work is not just a careerits a mission. Embrace the opportunity to grow innovate and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus we offer a comprehensive benefits package designed to support your wellbeing and work-life balance including:

Paid time off and Holidays
Medical Dental and Vision Insurance
Paid Parental Leave
Short-term disability long-term disability and life insurance - Employer Paid!
401(k)
Additional Voluntary Life Insurance
Tuition Reimbursement

& More!

E-Verify Participation: OCH Technologies LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees.

Veterans Preference and Accessibility Statement: At OCH Technologies we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor we proudly offer preference to qualified veterans and wholeheartedly encourage them to apply. We want you to know that your service and dedication will always be valued here! Additionally we are committed to creating a workplace that is open welcoming and accessible to line with the Americans with Disabilities Act (ADA) we provide reasonable accommodations throughout the hiring process to ensure that individuals with disabilities can apply without barriers. If you need assistance or accommodations please dont hesitate to contact us at - were here to help.

OCH Technologies LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age disability gender identity or any other protected characteristic as outlined by federal state or local laws.

Required Experience: