Quality Specialist - Level 2 (SLA Ticket Auditor)

Quality Specialist – Level 2 (SLA Ticket Auditor)
Location: Columbia, MD
Clearance Required: None
Compensation Range: $85,000 – $100,000

We are seeking a Quality Specialist Level 2 (SLA Ticket Auditor) to join our team. This role is responsible for analyzing, auditing, and validating service tickets to ensure compliance with Service Level Agreements (SLAs). The specialist will work closely with service managers, engineering teams, and other providers to identify process improvements, monitor service delivery, and ensure accurate reporting and accountability across IT service operations.

This position requires strong analytical skills, attention to detail, and the ability to thrive in a fast-paced environment while driving process excellence.

Vanquish Inc. provides technology consulting services and managed services to government organizations. Our team consists of experienced professionals with a proven track record of success in delivering innovative solutions to meet our client's needs. We cultivate the right people, skills and technologies to help organizations solve and conquer their technological challenges.

• Gather, process, and analyze operational data to support business decisions and improve service delivery.

• Use enterprise monitoring and reporting tools to identify trends and recommend process improvements.

• Collaborate with service providers to ensure operational level agreements are aligned with service level targets.

• Work with service delivery teams and managers to manage and track performance against SLA targets.

• Participate in service level reviews and support root cause analysis of SLA-impacting events.

• Develop and implement reporting and data analysis capabilities to improve operational efficiency.

• Prepare periodic reports to communicate outcomes of analytics and SLA compliance.

• Perform root cause analysis on discrepancies, issues, and SLA breaches.

• Identify opportunities for improvements in people, processes, and technology.

• Validate and correct service tickets, including:

  • Pended, cancelled, or combined tickets.

  • Field Service Management (FSMs).

  • Service/Items (SIs), assignment groups, SLAOs, and tasking.

• Education/Experience:

  • 2–5 years of relevant experience, which may include a combination of work history and education.

  • Equivalencies:

    • Master’s degree = 6 years of experience.

    • Bachelor’s degree = 4 years of experience.

    • Associate’s degree = 2 years of experience.

  • Degree must be from an accredited institution.

• Skills:

  • Strong organizational skills and attention to detail.

  • Effective communicator with the ability to collaborate across teams.

  • Ability to work efficiently in a high-paced environment.

  • Proficiency with data analysis and reporting tools a plus.

• Salary: $85,000 – $100,000 (depending on health benefit selections).
• Health Plan for Medical, Dental and Vision
• 401k, 6% Match, Immediately Vested
• 3 Weeks Paid Leave
• 11 Federal Holidays
• Life and Disability Insurance
• Short Term and Long Term Disability