Quality Control Lead

Quality Control Lead

NewGen Technologies is seeking a Quality Control Lead to support mission-critical IT services for Intelligence Sector customers. This role partners closely with service owners, project management, operations, and engineering teams to ensure ITSM process compliance, SLA performance, audit readiness, and continual service improvement (CSI). The Quality Control Lead translates operational data into actionable insights, drives corrective actions to closure, and enables sustained quality improvements across enterprise IT operations.

Success in this role is measured by improved SLA performance, reduced repeat incidents, audit findings resolved on schedule, and high-confidence, executive-ready quality reporting.

Responsibilities

• Service Quality & Performance Management
  • Translate IT service operational data into trends, insights, and actionable recommendations for leadership
  • Monitor SLA performance, near-misses, and systemic defects; identify recurring issues and drive resolution to closure
  • Perform and facilitate root cause analysis for customer-impacting incidents, SLA breaches, and repeated problems
• Audit, Governance & Compliance
  • Maintain an audit-ready quality posture through disciplined documentation, evidence management, and process adherence
  • Audit service management team execution, including ITSM process compliance, documentation quality, and operational handoffs
  • Ensure quality activities align with program governance expectations, contract requirements, and SLA performance targets
• Continual Service Improvement (CSI)
  • Identify and lead ITSM process, workflow, and SOP improvements to achieve:
    • Improved efficiency and reduced rework
    • Enhanced first-time quality
    • Cost savings and performance gains
    • Support CSI communication and training for operations and engineering teams
• Reporting & Executive Communication
  • Produce daily, weekly, and monthly quality reports covering:
    • Service metrics, SLA trends, and performance indicators
    • Quality findings, risks, corrective actions, and improvement progress
    • Communicate quality risks and issues clearly to stakeholders and program leadership, recommending corrective actions
• Change, Release & Validation Support
  • Support quality testing and validation for new or changed systems, processes, and service workflows
  • Validate readiness and operational compliance for service changes prior to implementation

Requirements

• TS/SCI CI Poly Clearance
• 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master's and 4 years, bachelor's and 6 years, associates and 8 years or HS diploma and 10 years.
• Strong analytical skills with demonstrated ability to convert operational data into meaningful trends, insights, and recommendations
• Working knowledge of IT service operations and ITSM processes and practices, including incident, problem, change, request management, and CMDB/asset concepts
• Proven experience conducting audits or quality reviews, documenting findings, and driving corrective actions to closure
• Experience building dashboards and executive-ready management reporting using ITSM tools and BI/reporting tools (tool-agnostic)
• Strong written and verbal communication skills, including the ability to brief senior leaders
• Ability to manage multiple priorities in a high-tempo, operational environment
• Ability to work independently with minimal supervision and interface regularly with leadership and stakeholders

Desired Qualifications

• Experience supporting government customers or programs with formal governance, SLA, and performance requirements
• Familiarity with audit preparation, assessments, and evidence retention in regulated environments
• Experience supporting quality validation for system releases or process changes
• Understanding of contractually governed IT service delivery environments

Certifications (Preferred)

• ITIL (any level), Lean / Six Sigma
• ISO 9001 familiarity, CMMI familiarity, or equivalent QA / process improvement credentials

About Us For more than 20 years, NewGen Technologies has solved our clients' toughest IT challenges with integrity, security, and outstanding service by delivering both technology and talent. We have helped secure borders, have used artificial intelligence (AI) to fight terror, aided the identification of criminals, and have helped to prevent crime through the introduction of biometrics. Our team of Highly Cleared Specialists have hard-to-find skills and expertise in a wide spectrum of technologies to provide solutions that transform business processes and solve problems of national significance.