Technical and Management Resources, Inc.

Quality Control Manager

Job Locations US
Posted Date 4 months ago(1/20/2022 10:27 AM)
Job ID
2022-3285
Security Clearance
Public Trust
Type
Full-Time

Overview

TMR, Inc. seeks a Quality Control Manager to support the USDA CEC client. The candidate must have proven capability to implement continuous process improvements, with an exemplary  record of building quality processes that ensures Government expectations are met. 100% REMOTE JOB

Responsibilities

The Contractor:

  • Wil prepare Weekly & Monthly Quality Verification Reports.   
  • Will have a thorough knowledge of how to collect, build and analyze data to make recommendation based on the data provided.  
  • Must be able to create detailed reports, using Microsoft Word and/or Excel format, and must include the following, at a minimum: 
    • Total number of contacts received, and total number resolved by the CHD. 
    • Number of contacts received via the various channels. 
    • SLA/SLO percentages. 
    • Call/chat wait times. 
    • Average call length. 
    • Contacts misrouted and improperly escalated and corresponding corrective action plans to prevent misrouting/improper escalation. 
    • Identification of any contact trends. 
    • Knowledge Based Article (KBA) development, review, and approval. 
    • Most frequently used KBAs. 
    • Forecasting information for the next one (1), two (2), three (3), and six (6) month time frames. 
  • Will plan, control, and execute incident management, change management, request management, and knowledge management processes. 
  • Will assist CEC in communication campaigns to help Customers understand available support and proper contact channels through the suggestion of proactive notifications and Integrated Voice Response (IVR) announcements. 
  • Will support testing of new applications or new releases to identify potential pain points likely to result in incidents once operational. 
  • Will ensure any Contractor-managed services (IVR, dashboards, etc.) are adjusted for outages detected, with the concurrence of the COR/PM. 
  • Will prepare Weekly Operational Reports. Reports will be detailed, in a Microsoft Word and/or Excel format, and must include the following at a minimum: 
    • Total number of contacts received in the previous week and total number resolved by the CHD. 
    • Number of contacts received via the various channels. 
    • Call/chat wait times. 
    • Average call length. 
    • SLA/SLO status. 
    • Reasons for any SLAs/SLOs not met in the previous week. 
    • Identification of any contact trends. 
    • Current status of any project work. 

Qualifications

  • MUST have a minimum of 5+ years of QC management experience in a Help Desk/Service Desk environment.
  • MUST be able to do Tickets, Calls, and Deliverable of Quality reviews. 
  • MUST be able to gather data, set up and run reports
  • Proficient or Expert in MS Word, MS Excel, MS PowerPoint and SharePoint (experience must be reflected in resume).
  • ITIL and HDI certified (can be attained after hire).
  • Must have active Public Trust clearance and/or support a Federal Government Agency or a minimum current DoD Secret Clearance

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