Project Manager- Quality Control Lead

Description

OCH Technologies is seeking an experienced Project Manager/Quality Control lead. This role will lead the TSD Quality program: author the Quality Control SOP, monitor adherence to procedures, and drive metric performance through coaching and process improvement.

Location

Hybrid- Commutable distance of Ashburn, VA; Orlando, FL; or San Antonio, TX.

• Onsite reporting may be ad-hoc or recurring.
  
  

Core Responsibilities & Duties

• Author and maintain the Quality Control SOP; define quality review cadence and artifacts.
• Evaluate call/chat/email/ticket interactions against documented procedures and AQLs; provide objective evidence and reporting.
• Analyze trends and partner with Training and Operations to drive corrective actions and continuous improvement.
• Support knowledge and SOP updates to reflect improvements and new capabilities.
  
  

The responsibilities and duties listed above are flexible and subject to change based on operational need.

Requirements

Minimum Qualifications

Education

Bachelor’s degree from an accredited university or equivalent years of relevant work experience.

Experience

• A minimum of five (5) years in QA leadership for service desk/contact center operations
• Experience developing/tuning QA scorecards and providing coaching/feedback at scale
• Strong analytical skills with ability to translate insight into SOP and process changes
  
  

Security Clearance/Screening Requirement

Must be able to obtain and maintain a DHS/CBP Background Investigation (BI)

Preferred Qualifications

• Experience in AQL-driven environments (public sector or regulated industries)
• Familiarity with ITIL/HDI
• Experience with ITSM and contact center analytics
  
  

About Us: At OCH, we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values, we excel in creating secure, efficient, and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity, adapting swiftly to new challenges, and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability.

What Defines Us

• Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically.
• Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead.
• People-Focused - We prioritize relationships, championing growth and mutual success.
• Accountable - We own our outcomes, striving for excellence through continuous improvement.
• Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions.
  
  

Why Join Us?

Benefits

Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative, offering a platform to transform the landscape of government IT services. Here, your work is not just a career—it's a mission. Embrace the opportunity to grow, innovate, and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus, we offer a comprehensive benefits package designed to support your wellbeing and work-life balance, including:

• Paid time off and Holidays
• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• Short-term disability, long-term disability, and life insurance - Employer Paid!
• 401(k)
• Additional Voluntary Life Insurance
• Tuition Reimbursement
  
  

& More!

E-Verify Participation: OCH Technologies, LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees.

Veteran’s Preference and Accessibility Statement: At OCH Technologies, we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor, we proudly offer preference to qualified veterans and wholeheartedly encourage them to apply. We want you to know that your service and dedication will always be valued here! Additionally, we are committed to creating a workplace that is open, welcoming, and accessible to everyone. In line with the Americans with Disabilities Act (ADA), we provide reasonable accommodations throughout the hiring process to ensure that individuals with disabilities can apply without barriers. If you need assistance or accommodations, please don't hesitate to contact us at hiring@ochtec.com - we’re here to help.

OCH Technologies, LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or any other protected characteristic as outlined by federal, state, or local laws.