QA Manager

ITCON Services

Nashville, TN

JOB DETAILS
SKILLS
Analysis Skills, Auditing, Billing, Call Centers, Call Monitoring, Case Management, Corrective Action, Customer Satisfaction, Data Quality, Discrepancy Report, English Language, Federal Government, Government Contracts, Government Reporting, ISO 9001, Law Enforcement, Leadership, Metrics, On Call, Performance Analysis, Performance Metrics, Problem Solving Skills, Procedure Implementation, Process Improvement, Quality Assurance, Quality Assurance Methodology, Quality Control, Quality Management, Reporting Skills, Request for Information (RFI), Scripting (Scripting Languages), Six Sigma, Statistical Reports, Surveillance, Trend Analysis, United States Citizen, Workforce Management
LOCATION
Nashville, TN
POSTED
30+ days ago
Seeking a meticulous Quality Assurance Manager to serve as the Client of operational excellence for the National Coordination Center (NCC). In this role, you will own the Quality Control Plan (QCP) for a 24/7/365 critical law enforcement operation.
You will drive the performance of a high-stakes call center where "satisfactory" is not enough. Your mandate is to ensure our analysts achieve a 95% or higher quality assurance score while maintaining 97% call capture rates and <1 minute wait times during surge operations.
Key Responsibilities
1. Quality Control Plan (QCP) Execution
  • Audit & Compliance: Develop and implement a comprehensive QCP that covers all aspects of the contract, including routine evaluations of call handling, case reviews, and data tracking.
  • Call Monitoring: Conduct daily quality assurance assessments on call intake to ensure 100% adherence to SOPs and scripts. You will evaluate operator performance on engaging callers, identity confirmation, and issue resolution.
  • Performance Reporting: Generate monthly reports for the Government detailing key performance indicators (KPIs), including average handle time, first call resolution, customer satisfaction score, and abandonment rate.
2. Data Integrity & Case Review
  • 287(g) Data Assurance: Implement specific quality assurance processes for 287(g)-related data, ensuring the integrity of invoices, training records, and Designated Immigration Officer (DIO) credentials.
  • Case Log Accuracy: Review non-telephonic case management intake to ensure 100% accuracy in logging Request for Information (RFI) cases into federal systems.
  • Corrective Action: Lead the response to any Government-issued Contract Discrepancy Reports (CDRs) by developing and enforcing Corrective Action Plans (CAPs) to prevent recurrence of performance gaps.
3. Process Improvement
  • Continuous Feedback Loop: Analyze incoming call trends and stakeholder concerns to advise NCC leadership on necessary operational adjustments.
  • Training Integration: Collaborate with the Training Manager to incorporate QA findings into refresher or re-training curriculums, ensuring staff errors are addressed through targeted instruction.
Required Qualifications
  • Citizenship: Must be a United States Citizen.
  • Experience: 5+ years of experience in Quality Assurance management, preferably in a federal government or high-volume contact center environment.
  • Analytical Skills: Proven ability to analyze metrics (e.g., service levels, capture rates) and produce detailed statistical reports for executive leadership.
  • Communication: Proficiency in English to summarize information and express oneself spontaneously, very fluently, and precisely, essential for writing detailed Corrective Action Plans.
Preferred Qualifications
  • Experience with Client/ICE performance standards or the Quality Assurance Surveillance Plan (QASP) framework.
  • Certification in Quality Management (e.g., Six Sigma, CPHQ, or ISO 9001 Lead Auditor).
  • Familiarity with workforce management (WFM) metrics and contact center technologies.

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/