Call Center QA Manager

ITCON Services

Vienna, VA

JOB DETAILS
SKILLS
Call Center Evaluation, Call Center Management, Call Center Operations, Call Centers, Call Monitoring, Coaching, Contract Requirements, Customer Relations, Customer Support/Service, Federal Contracts, Federal Laws and Regulations, Leadership, Lean Six Sigma, Maintain Compliance, Performance Analysis, Performance Management, Process Improvement, Project/Program Management, Quality Assurance, Quality Management, Quality Metrics, Quality Monitoring, Regulatory Compliance, Reporting Skills, Risk Analysis, Team Lead/Manager, Trend Analysis, Voice Response Systems
LOCATION
Vienna, VA
POSTED
30+ days ago
The QA Manager is responsible for developing, implementing, and managing the Quality Assurance and Quality Improvement Program for the DOL National Contact Center (NCC).
This role ensures that all customer interactions across multi-channel platforms (phone, email, chat, IVR) meet or exceed quality standards, accuracy requirements, and customer service expectations, while ensuring compliance with all contractual and federal requirements.
  • Manage QA program: Develop and oversee the quality assurance and improvement framework.
  • Monitor interactions: Ensure calls, emails, and other communications are evaluated for accuracy, quality, and compliance.
  • Analyze performance: Identify trends, risks, and improvement areas from QA data.
  • Drive improvement: Implement quality improvement initiatives to enhance service and accuracy.
  • Support training & coaching: Work with operations and training teams to address skill gaps and improve performance.
  • Ensure compliance: Enforce adherence to federal regulations, DOL policies, and contract requirements.
  • Lead QA team: Supervise QA analysts and ensure consistent evaluation standards.
  • Manage QA tools: Oversee call monitoring systems and quality scoring platforms.
Report findings: Provide quality reports and insights to leadership and stakeholders.

Education
  • Bachelor's degree in Business, Quality Management, or related field
  • Equivalent experience may be considered
Experience
  • 7+ years of experience in:
    • Contact center operations or QA
  • 3–5 years in a QA leadership role
  • Experience managing:
    • Multi-channel contact centers
    • QA programs for large teams (100+ FTEs)
Certifications (Preferred)
  • Six Sigma / Lean
  • Certified Quality Manager (CQM)
  • COPC or contact center quality certification

About the Company

I

ITCON Services

Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations.  We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.

As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs.  We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.

At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2008
WEBSITE
https://itcon-inc.com/