Quality Control Lead

Founded in 2001, YRCI is a leading professional services firm providing Human Capital, Acquisition Support and Financial Management Services to Government and Commercial customers nationwide. At YRCI, collaborative people and innovative thinking are the driving force behind our growing success. We provide our employees a professional environment in which to find challenging, rewarding work and learning opportunities to allow them to flourish.

Job Title

Quality Control Lead

Location

Reston, VA US (Primary)

Job Type

Full-time

Position Benefits

As an employee of YRCI working full-time, you are eligible for an attractive benefits package including medical, dental, vision, life, short-term and long-term disability insurance, 401(k) retirement plan with a defined company match, flexible spending accounts, flexible work schedules, tuition and professional development reimbursement programs, 11 paid holidays, paid time off that accrues beginning your first day of work, and a number of supplemental plans. Eligibility begins on YOUR VERY FIRST DAY OF EMPLOYMENT.

Exemption Type

Exempt

Education

Bachelor's Degree

Job Description

YRCI is seeking a full-time Quality Control Lead to support an opportunity with the Department of Commerce (DOC). The well qualified candidate shall:

• Develop and execute quality control standards processes across Payroll, Processing, and Benefits (PP&B) and Contract Center operations to ensure premium services are provided to customers.
• Consistently evaluate operations to identify continuous improvement opportunities and update Quality Control (QC) and standards as required.
• Oversight includes the monitoring of day-to-day operations across teams to validate customer interactions are operating at pre-defined standards. 
• Effectively and frequently communicate expectations to QC Leads, PP&B staff, and Contact Center personnel updates and maintain QC plans.
• Conduct root-cause analysis as required on frequent customer complaints or issues.
• Be the primary owner for any improvement plan development, execution, and oversight (as applicable).

Job Requirements

• Minimum Requirements:

  • 8 years Operations Experience.
  • Bachelor’s degree.
  • Experience providing supervisory functions.
  • Strong leadership and mentoring skills.
  • Experience with process improvement and operational analytics.
  • Influential in promoting the customer perspective and focused on improving the customer experience.
  • Problem solving skills, ability to analyze any service issue and resolve expediently.
  • Self-motivated, self-directed, persistent and detail oriented.
  • Empower employees through delegation of tasks and projects.
  • Manage service delivery to achieve defined Service Level Agreements (SLA).

• Preferred Skills:

  • Federal Human Resources (HR) experience.

We employ people who are driven by excellence, committed to integrity, and inspired by opportunities to achieve positive results.We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. YRCI is an E-Verify employer. As a contractor and subcontractor, YRCI shall abide by the requirements of 41 CFR §§ 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. No sponsorship is available for this position.