Quality Control Lead

Quality Control Lead Remote Lead quality assurance activities for the Customs and Border Protection (CBP) Technology Service Desk (TSD). Develop and execute quality control processes that maintain high customer service levels, adherence to performance standards, and continuous service improvement across all TSD task areas. Responsibilities Develop and maintain the Quality Control SOP detailing processes and procedures for implementing and maintaining high-quality services. Monitor and ensure staff deliver the highest level of polite, professional, and effective customer service. Conduct quality monitoring of calls, chats, emails, self-service tickets, and major incidents per Addendum A scoring criteria. Ensure a minimum of 25 interactions reviewed monthly per task area (Tier 1 Phone/Chat, Tier 1 Email/Self-Service, Advanced Support, ASD). Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution. Track and report quality scores against the >=90% AQL target. Identify trends and drive continual service improvement based on AQL analysis and customer feedback. Review and respond to customer satisfaction surveys; apply feedback to continuous improvement initiatives. Remediate complaints from customers and other support groups. Support the Process, Procedure, and Operations Deep Dive (Phase 1: Ticket Review/Findings and Phase 3: Evaluation). Other duties as assigned. Qualifications High school diploma or GED equivalent. 3+ years of experience performing quality control duties in any field. Must be available to support Quality Assurance across all shifts. U.S. Citizenship required; must be able to pass CBP Background Investigation. Preferred Qualifications Bachelor’s degree in Business Administration, Information Technology, or related field preferred. HDI Quality Assurance Reviewer or similar certification. ITIL Foundation certification. Experience with contact center quality monitoring tools and methodologies. Prior CBP or DHS quality control experience. Experience with ServiceNow reporting and analytics. Six Sigma or Lean process improvement experience. Experience may be used in lieu of education. Knowledge, Skills, and Abilities In-depth knowledge of service desk best practices. Expertise in Microsoft Project, ServiceNow, and Amazon Connect. Proficiency in creating and maintaining SOPs, quality assurance reports, and corrective action plans. Skills to track daily service desk performance against KPIs and SLAs. Ability to support Quality Assurance across all shifts. Ability to analyze customer feedback and performance metrics to drive continuous improvement. Excellent interpersonal communication, facilitation, and leadership skills to coordinate teams and communicate with stakeholders. Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. Strong written and verbal communication skills for technical documentation and stakeholder coordination. Excellent communication, leadership, and project management skills. Ability to work effectively in cross-functional teams and under senior analyst guidance. Ability to meet minimum clearance requirements. Ability to work nights, weekends, and holidays as required. Ability to travel 10%. How you'll grow We offer a professional development plan that supports employees at every level, providing opportunities to enhance skills through hands‑on experience, on‑the‑job learning, and formal development programs. Benefits Chenega MIOS offers a broad range of benefits to support employee well‑being and career growth. Teleworking Permitted: Yes Details: Remote Estimated Salary/Wage USD $75,000.00/Yr. Up to USD $85,000.00/Yr. #J-18808-Ljbffr