The Position: Makpar has an exciting opportunity for a service desk Quality Account Manager (QAM) to join our growing team. This is a hybrid 5 days/2 weeks position based in Washinton D.C.
\n Role Responsibilities: The Quality Account Manager will provide oversight and management of the federal contract in three key areas: Continual Service Improvement, Quality Control, and Data Analysis.Responsible for assuring consistent quality of services, products and solutions provided by the client. This oversight includes:... contributing information and analysis to strategic plans and reviews... preparing and completing action plans; implementing production, productivity, quality, and customer-service standards... identifying and resolving problems; completing audits; determining system improvements including SLA review and analysis... helping to implement change to move federal agency closer to best-in-federal-service.Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.Onsite work up to 5 days every pay period i.e. 5 days over 2 weeks Required Qualifications:A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field5+ years of proven experience as a quality assurance manager or related role3+ years of successful professional experience working in roles such as continual service improvement, quality control and design, or data analysisUnderstanding of ServiceNow reporting including workforce management modulesUnderstanding of Service DesksAbility to build Forms and workflows using Microsoft PowerAppsExcellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirementsThorough knowledge of methodologies of quality assurance and standardsExcellent numerical skills and understanding of data analysis/statistical methodITIL v4 Foundation CertificationA Quality Assurance certification such as American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, etc., and proven documented experience.Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.
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