Quality Assurance Lead

Key Responsibilities

• Maintain and update the QAP;
• conduct QA sampling and evaluations for calls, chats, tickets, and deskside interactions;
• validate troubleshooting accuracy, documentation, escalation, and adherence to SOPs.

Monitoring & Reporting

• Produce QA dashboards, SLA/KPI tracking, trend reports, and root‑cause analyses;
• support calibration efforts with operations leaders to ensure consistent scoring.

Compliance & Continuous Improvement

• Maintain SOPs, risk plans, and quality documentation;
• identify process gaps and training needs;
• partner with operations and training teams to implement corrective actions.

Stakeholder Engagement

• Act as the primary QA point of contact for Government customers, program leadership, and corporate QA;
• communicate quality performance and improvement actions clearly and data‑driven.

Program Administration Support

• Clock SETRIS timekeeping with Finance and subcontractors;
• support timesheet compliance;
• manage onboarding/offboarding including equipment provisioning, GFE collection, and badge/key fob tracking.

Required Qualifications

• Education Requirement: Bachelor’s degree in Information Technology, Business, or a related field; or equivalent professional experience;
• Professional Experience: 5+ years in Service Desk, Deskside, IT support, or contact center environments. 2–3+ years in quality assurance, QA evaluation, or similar analytical/operational roles;
• Technical & Operational Skills: Experience working in federal contracting environments; familiarity with reporting, data validation, and QA methodologies. Knowledge of ITSM tools (ServiceNow, Remedy); strong analytical, communication, and documentation skills.

Preferred Qualifications

• Experience supporting government or enterprise IT support programs;
• familiarity with ITIL;
• experience with reporting/analytics platforms (Power BI, advanced Excel);
• or HDI certifications.

Location

Bethesda, MD (onsite with potential hybrid schedule).

Job Description

Quality Assurance Lead Role Summary Serve as the sole Quality Assurance Lead for the CIT Program, responsible for executing QA activities across Service Desk and Deskside support. Own the Quality Assurance Plan (QAP), conduct monitoring and reporting, ensure compliance with program and contractual requirements, and collaborate with operations, training teams, Government stakeholders, and corporate QA. The role also provides limited administrative and SETRIS timekeeping support.

Job Qualifications

Collaboration, Quality Assurance Processes, Quality Standards

Skills

Certifications: None

Experience

Experience: 5 + years of related experience

US Citizenship

US Citizenship Required: No

Pay

The likely salary range for this position is $96,569 - $130,651. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Schedule

Scheduled Weekly Hours: 40

Travel

Travel Required: Less than 10%

Telecommuting Options

Telecommuting Options: Onsite Work Location: USA MD Bethesda

Total Rewards

At GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer

GDIT is 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, veteran status, or any other protected factor.