Quality Control Lead/Project Manager I

Description:

Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense make working here more than a job; it’s the Digital family.

Location: Remote with periodic travel to Government sites (DC, FL, TX)

Digital Consultants is seeking a Quality Control Lead/Project Manager I. The Project Manager I | Quality Control (QC) Lead serves as a key personnel role responsible for overseeing the quality assurance and control of Technology Service Desk (TSD) operations supporting U.S. Customs and Border Protection (CBP). This position ensures that service delivery aligns with contractual requirements, CBP policies, and industry best practices (ITIL, HDI). The QC Lead provides leadership in monitoring, evaluating, and improving performance across Tier I, Tier II, and ACE ASD operations. They work closely with CBP leadership and contractor management to implement quality control processes, deliver accurate reporting, and drive continual service improvement initiatives.

Quality Control Lead/Project Manager I - Position Duties:

• Develop, implement, and manage the Quality Control Standard Operating Procedures (SOPs) to monitor compliance with CBP performance standards.
• Conduct regular audits of tickets, calls, and support interactions to ensure adherence to documented procedures and customer service standards.
• Monitor performance metrics, including Acceptable Quality Levels (AQLs), First Contact Resolution (FCR), Tier I/II service levels, and escalation handling, ensuring results meet or exceed contractual thresholds.
• Provide timely reporting of quality findings, operational events, and after-action reports to CBP Government leadership.
• Identify root causes of service delivery issues and recommend corrective actions to improve efficiency and customer satisfaction.
• Lead efforts to incorporate customer feedback and lessons learned into process improvements.
• Collaborate with the Training Lead to ensure that recurring and remedial training incorporates quality control findings.
• Brief CBP leadership during Program Management Reviews (PMRs) on quality trends, improvement initiatives, and compliance status.
• Support operational readiness during incoming and outgoing transitions by validating adherence to quality standards in staffing, training, and process execution.

Requirements:

• Clearance: CBP Background Investigation (BI)
• Education: Bachelor’s degree in Information Technology, Business Administration, Quality Management, or related field. Equivalent combination of education and experience may be considered in lieu of degree
• Certifications: Industry certifications strongly preferred: ITIL Foundations (minimum), HDI Support Center Manager or Quality Assurance certification
• Experience: Minimum of three (3) years of experience performing quality control duties in IT service desk, help desk, or customer support environments.
• Demonstrated expertise in service desk best practices, including ticket handling, escalation management, and performance monitoring.
• Experience with IT Service Management (ITSM) tools such as ServiceNow and call management tools (e.g., Amazon Connect).
• Hands-on experience in developing and implementing QA/QC frameworks, SOPs, and compliance audits.
• Proven record of driving continuous improvement initiatives in a high-volume IT support environment.

Skills and Competencies

• Strong analytical and problem-solving skills to identify root causes and implement corrective actions.
• Excellent communication and briefing skills to present quality findings to government stakeholders.
• Proficiency in data analysis, reporting, and performance measurement using ITSM metrics.
• Ability to balance oversight responsibilities with hands-on quality reviews in a fast-paced, 24x7x365 environment.
• Customer service orientation with a focus on enhancing user experience while meeting mission-critical objectives.
• Knowledge of DHS/CBP IT security policies, PII handling requirements, and Section 508 compliance standards.

Physical Requirements: The candidate, with or without reasonable accommodation, must be able to sit or stand for long periods of time. The position requires the frequent use of personal computer equipment, including extended periods of use of computer screens, and may require occasional lifting of objects up to 20 lbs.

Compensation and Benefits: The salary range is $110,000 - $125,000.

The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to recruiting@digiconintl.com or call 571-306-3444. Please provide your contact information and let us know how we can assist you.