Agility Services—Quality Assurance Team Lead

  1. Austin,TX
  2. Sep 02, 2017
  3. Government : Military

Day-to-day responsibilities may include, but are not limited to:

  • Effectively manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders
  • Implement a clear, overall quality strategy with scalable processes, tools, and systems that enables resource-efficient monitoring of decision accuracy
  • Identify overall user experience issues in a timely and efficient manner
  • Define appropriate continuous improvement programs
  • Demonstrate why quality matters, build consensus, and inspire others to quickly address problems
  • Monitor and ensure quality of the project does not drop below contractual requirements
  • Maintain high customer satisfaction ratings
  • Develop and maintain an understanding of customer Service Level Agreements (SLAs) and departments key performance requirements
  • Assist with monitoring and tracking incidents to ensure resolution occurs within the SLA
  • Drive accountability with team leads and their teams to meet quality performance goals, and ensure program standards are met on a week-over-week basis
  • Assess and prioritize the top quality issues affecting the teams in assigned office across all decision-making channels
  • Quantify business cases and drive cross-functional partners to change systems, processes, and policies to achieve better outcomes
  • Drive investigation of highly sensitive issues affecting assigned office, working with teams and other stakeholders to understand root cause
  • Keep abreast of the evolving support ecosystem and customer-specific business processes
  • Proactively address quality issues and identify creative workarounds for quality issues


Basic Qualifications

  • Bachelor's Degree OR High School Diploma plus minimum 3 years of relevant work experience
  • Minimum 2 years of experience within an operations and process quality environment performing quality control and quality analysis
  • Minimum 1 year of people management experience across diverse functions (direct reports, cross-functional relationships, third-party vendors, etc.)
  • Experience with escalation management and managing projects to established SLAs
  • General knowledge of Human Resources policies and procedures
  • Strong functional experience with Microsoft Excel (PivotTable, charts, statistical functions) required
  • Proficiency in Microsoft Word and PowerPoint


Preferred Skills / Experience

  • Quality certification (e.g., Lean Six Sigma, TQM, etc.)
  • Minimum 1 year of experience leading cross-functional quality improvement projects and teams
  • Knowledge of multi-cultural communications and cultural context in supporting other countries


Professional Skills Requirements

  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
  • Ability to manage a variety of constituencies with competing priorities, manage multiple tasks simultaneously, and thrive in a complex, fast-paced environment with multiple priorities
  • Passion for corporate mission and ensuring a world class user support experience
  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
  • Quick learner and adaptable to learn new processes, concepts, and skills
  • Excellent organizational and time management skills
  • Results-oriented, self-directed, and inquisitive
  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
  • A reliable, proactive approach to entrusted tasks
  • Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities
  • Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment
  • Proven track record of collaborating with cross-functional groups to produce results


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