The Position:
Makpar has an exciting opportunity for a service desk Quality Account Manager (QAM) to join our growing team. This is a hybrid 5 days/2 weeks position based in Washinton D.C.
Role Responsibilities:
- The Quality Account Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.
- Responsible for assuring consistent quality of services, products and solutions provided by the client. This oversight includes:
- ... 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; completing audits; determining system improvements including SLA review and analysis
- ... helping to implement change to move federal agency closer to best-in-federal-service.
- Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
- Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.
- Onsite work up to 5 days every pay period i.e. 5 days over 2 weeks
Required Qualifications:
- A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field
- 5+ years of proven experience as a quality assurance manager or related role
- 3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis
- Understanding of ServiceNow reporting including workforce management modules
- Understanding of Service Desks
- Ability to build Forms and workflows using Microsoft PowerApps
- Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
- Thorough knowledge of methodologies of quality assurance and standards
- Excellent numerical skills and understanding of data analysis/statistical method
- ITIL v4 Foundation Certification
- A Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
Top Skills
What We Do
Makpar provides high level strategic and project management services based on over 10 years of experience in customer focused, cutting edge technology in product development, big data and analytics. With a principal office in Loudon County, Virginia, we have access to the best and the brightest people in the industry who have a passion for helping our clients. Our highly experienced consultants will work on your most pressing challenges day in and day out and will deliver results that will delight you. We value integrity, honesty, and open communications in all our dealings. We continually strive to improve ourselves through soliciting feedback and evaluating our results against the best in the industry.
