New

Quality Assurance Manager

Age Solutions
$125,000 - $140,000
life insurance, paid time off, tuition reimbursement, 401(k), profit sharing
United States, Virginia, Alexandria
6412 Beulah Street (Show on map)
May 12, 2025
About Us AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future. The Quality Assurance (QA) Manager is responsible for overseeing and ensuring the delivery of high-quality technical support services within a Department of Defense (DoD) environment. This role ensures that all help desk operations comply with applicable DoD regulations, Service Level Agreements (SLAs), and industry best practices. The QA Manager leads the development, implementation, and continuous improvement of quality assurance processes, driving service excellence and operational efficiency. Duties and Responsibilities Include: Design, implement, and maintain a comprehensive QA program tailored to DoD help desk operations. Develop and maintain QA policies, procedures, and performance metrics aligned with DoD requirements and ITIL best practices. Ensure compliance with DoD security policies, including NIST, DFARS, and CMMC frameworks. Oversee the monitoring and evaluation of help desk interactions, ensuring accurate documentation and effective resolution of issues. Conduct regular quality assessments of support tickets, calls, and user feedback. Analyze performance data to identify trends, areas for improvement, and corrective actions. Prepare and present regular quality reports to senior leadership and DoD stakeholders. Develop and deliver training programs to help desk staff focusing on service quality, security protocols, and customer satisfaction. Collaborate with management and technical teams to implement process improvements and corrective actions based on QA findings. Lead root cause analysis for recurring issues and ensures corrective actions are tracked and implemented. Required Qualifications: Citizenship and Clearance: US Citizenship is required. Must have and maintain a DoD Secret clearance. Experience: 5+ years of relevant experience. Education: Bachelor's degree or 4 additional years of relevant experience. Certifications: ITILv4 HDI-M Lean Six Sigma Location: This is a remote position within the United Status requiring minimal travel (CONUS). Preferred Qualifications: Certifications related to quality assurance Work Environment and Physical Demand: This position may require the ability to lift up to 50 lbs. Compensation: $125,000 - $140,000 At AGE, we genuinely care for our people, offering 26 days of paid time off and a culture that celebrates success with events, bonuses, and profit sharing-over 80% of profits go back to our team. We provide financial security through competitive pay, short- and long-term disability coverage, a 401(k) with 3% match and immediate vesting, and company-paid life insurance up to $300K. We support your growth with paid training & certifications, tuition reimbursement, and the technology you need to succeed. Our health benefits include multiple medical plans, plus dental and vision coverage. At AGE, we empower you to grow, thrive, and feel valued.