• Quality Assurance / Quality Control Specialist

    Job ID 2018-2775
    Job Locations
    Engineering (non IT)
    Regular Full-Time
  • Responsibilities

    NCI: As a Quality Assurance/Quality Control Specialist (Quality Assurance Specialist II), with experience in Infrastructure Service to support IT support services. This position supports a contract to manage enterprise IT components for the Joint Service Provider (JSP) program. This is a full-time position. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. 



    Highlights of Responsibilities: 

    • Support a team of Wireless and Mobility experts with extracting performance data from systems used in preforming and managing wireless work on the contract, and providing QA support for work processes. 
    • Extracting metrics from ITSM system (e.g., Remedy) and other systems to identify workload statistics; trends; aging information; ticket volume; number of users assisted; and other information for service requests, incidents, and problem reports handled by the service desk.
    • Conducting trend and historical analysis of metrics data.
    • Generating scheduled and ad hoc metrics reports and conduct analysis of metrics as needed.
    • Assisting with developing Acceptable Quality Level (AQL) Reports and analyzing AQL data.
    • Providing QA/QC and metrics management activities as directed, such as developing quality control methodologies to ensure compliance with quality assurance standards, and developing quality metrics and scoring parameters.



    • Clearance (required at performance start date): active Secret security clearance
    • Bachelor's degree with two (2) to four (4) years of experience, or a Master's degree with zero (0) to two (2) years of relevant experience
    • At least two (2) years of experience supporting QA activities and metrics collection and analysis experience for an IT service organization or contract.
    • Must have outstanding analytical abilities and communications skills in written and oral form.


    Preferred Education and Experience:

    • ITIL Foundation Certification
    • Active Top Secret clearance 
    • Customer Service experience required.
    • Working knowledge of Microsoft Products.
    • Strong communication skills (written and verbal).
    • Ability to generate or develop reports in various formats (Excel, PowerPoint, etc.).


    Physical Requirements:


    This position requires the ability to perform the below essential functions:

    • Sitting for long periods
    • Ambulate throughout an office


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