Quality Control Lead / Project Manager I

Role Description

Aretec is seeking a Quality Control Lead / Project Manager I to lead quality assurance activities for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for developing and executing quality control processes that ensure consistently high levels of customer service, adherence to performance standards, and continuous service improvement across all TSD task areas. The ideal candidate is detail-oriented, analytical, and experienced in service desk quality monitoring and performance evaluation.

• Develop, maintain, and enforce the Quality Control Standard Operating Procedure (SOP) detailing processes and procedures for delivering and sustaining high-quality service desk operations.
• Monitor and ensure service desk staff provide polite, professional, and effective customer service across all interaction channels.
• Conduct quality monitoring and evaluations of calls, chats, emails, self-service tickets, and major incident records in accordance with Addendum A scoring criteria.
• Ensure a minimum of 25 interactions are reviewed monthly for each task area, including Tier 1 Phone/Chat, Tier 1 Email/Self-Service, Advanced Support, and ASD.
• Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution.
• Track, analyze, and report quality scores against the ≥90% Acceptable Quality Level (AQL) target.
• Identify performance trends and drive continual service improvement initiatives based on AQL analysis and customer feedback.
• Review and respond to customer satisfaction survey results and incorporate feedback into improvement plans.
• Investigate and remediate complaints from customers and internal/external support groups.
• Support the Process, Procedure, and Operations Deep Dive activities, including Phase 1 (Ticket Review/Findings) and Phase 3 (Evaluation).

Qualifications

• In-depth knowledge of IT service desk and customer support best practices.
• Minimum 3 years of experience performing quality control or quality assurance functions in any professional environment.
• Strong analytical, reporting, and documentation skills, with attention to detail.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Requirements

• HDI Quality Assurance Reviewer or similar quality-focused certification.
• ITIL Foundation certification.
• Experience using contact center quality monitoring tools and methodologies.
• Prior CBP or DHS quality control or service desk experience.
• Experience with ServiceNow reporting and analytics.
• Six Sigma or Lean process improvement experience.

Benefits

• Health, Dental, and Vision Insurance
• 401(k) with Employer Match
• Certification and Professional Development Support
• Paid Time Off and Holidays

Company Description

At Aretec, Inc., we are catalysts for change within the federal government landscape. We specialize in advanced analytics, cybersecurity, data-driven operations, and business optimization, enabling federal agencies to accomplish their most critical missions. As a trusted prime contractor, Aretec delivers innovative, compliant, and high-impact solutions that support mission success.