Enterprise Service Desk (ESD) Quality Assurance Manager (QAM)
Overview:
The Quality Assurance Manager (QAM) will perform in-depth improvement analysis and coordinate efforts related to the identification and resolution of problems, known errors, and root causes. This position is responsible for managing all quality initiatives in support of the Enterprise Service Desk (ESD).
Description
As a Quality Assurance Manager, you will provide oversight and management in three critical areas: Continual Service Improvement, Quality Control, and Data Analysis. The role involves ensuring consistent quality of services, products, and solutions. Responsibilities include:
- Contributing information and analysis to strategic plans and reviews.
- Preparing and completing action plans.
- Implementing production, productivity, quality, and customer-service standards.
- Identifying and resolving problems, conducting audits, and determining system improvements.
- Driving change to achieve best-in-class service standards.
This position also serves in the capacity of Deputy Program Manager (DPM).
Minimum Required Experience
- 5+ years of proven experience as a quality assurance manager or related role.
- 3+ years of professional experience in roles such as continual service improvement, quality control and design, or data analysis.
- Thorough knowledge of quality assurance methodologies and standards.
- Strong numerical and data analysis/statistical skills.
- Excellent communication skills, both written and verbal, with the ability to present to diverse audiences.
Minimum Required Education and Certifications
- Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field.
- ITIL 4 Foundation certification (or ITIL 3 Foundation with an upgrade to ITIL 4 Foundation within one month of contract award).
- Quality Assurance certification (e.g., American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, or similar).
- Program Management Professional (PMP) certification.