Quality Assurance Lead

Quality Assurance Lead

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed Quality Assurance Lead.  This position is in support of a Department of Defense (DoD) organization. 

As the Quality Assurance Lead, you help ensure a consistent and positive experience for inbound callers is maintained. You work directly with agents and technicians to ensure quality standards are understood and achieved.  This includes identifying opportunities by performing Incident Evaluations, Call Monitoring, and feed back to the teams on areas of improvement.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner.  The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts.  The candidate must be experienced in interfacing with both client managers and system users.

Responsibilities:

• Perform random quality audits and evaluations to ensure the highest level of service is being provided.
• Evaluate negative surveys, investigate complaints or performance concerns.
• Track results and analyze to identify concerns and provide reports to management recommending improvements.
• Provide data to Leadership so they can conduct coaching and remediation sessions with Agents and Technicians to verify awareness of standards and processes and facilitate improvement.
• Support the development and documentation of standardized QA processes  and establish/modify assessment criteria based on applicable standards.

You’ll Bring These Qualifications: 

• Capable of obtaining and maintaining a DoD Secret Clearance
• BA/BS 6 years of experience, AA 8 years of experience, or 10-15 years of experience 

 
These Qualifications Would be Nice to Have: 

• An active DoD Secret or higher clearance
• ITIL Foundation or higher ITIL certification
• Quality certifications such as Six Sigma
• Experience working in the Department of Defense

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.