Project Manager I, Training Lead
Nationwide IT Services, Inc.
ServiceNow
Project Manager I / Quality Control Lead
Nationwide IT Services, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteJob Level
Senior
About the role
- Furnish a detailed SOP that describes processes and procedures for implementing and maintaining high-quality services and deliverables
- Ensure excellent customer experience and meet/exceed standards
- Monitor and ensure staff deliver polite, professional, and effective customer service
- Monitor and ensure staff comply with documented processes and procedures
- Remediation of complaints from customers and other support groups
- Continual service improvement based on trends in AQLs and feedback from customers and other support groups
- Capture and share process improvements and lessons learned; recommend new communication channels at all levels
- Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback
- Develop a framework for capturing and sharing best practices and lessons learned across teams
- Recommend and support implementation of new communication channels to enhance collaboration and transparency
Requirements
- Ability to obtain and maintain a CBP Public Trust clearance.
- Minimum three (3) years’ experience performing quality control
- Ability to pass a background, credit check, and drug test
- In-depth knowledge of service desk best practices
- Strong understanding of federal contract performance standards and quality control methodologies
- Shall be customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills
- Preferred: Bachelor's degree
- Within commuting distance of Ashburn, VA, Orlando, FL, or San Antonio, TX (locality requirement)
