NIH Quality Assurance Manager

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Key Concepts Knowledgebase, LLC., is seeking a Quality Assurance Manager (QA) for a project at a large NIH CIT support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost‑effective manner.

• Develop and maintain a Quality Assurance Plan (QAP) that is organized and oriented to each service area (e.g., Service Desk, Deskside Support, etc.) and for which shall address approaches to monitoring and managing performance.
• Improve and/or develop Key Performance Indicators (KPIs) and metrics to manage performance and for identifying risk to CIT’s Enterprise Architecture methodology.
• Provide both the client and corporate with weekly/monthly statistical reporting on QA across all IT service areas across the program.
• Execute scheduled quality improvement testing and activities to generate statistical data for reporting and QA validation or issues identification.
• Determine the resources required for quality control on program and maintain the level of quality throughout the program.
• Develop quality assurance standards and program processes to improve QA delivery and improvement throughout the duration of the program.
• Reporting of QA concerns and program issues identified to the client and corporate with proper reports to support issues identified.
• Work closely with the client, development team, VDI contractor, program manager and other managerial personnel to improve existing IT service delivery systems and ensure QA on new systems in development.
• Maintain standards for reliability and performance of service delivery systems by following ISO/CMMI policies and procedures.
• Identify appropriate training and technology/tools which will improve the QA team in the execution of their duties and responsibilities.

• Must be detail-oriented, organized, and able to work under tight deadlines.
• Extensive experience as a Quality Assurance Manager in all aspects of QA in service delivery operations including software development, application/hardware deployment, QA reporting across multiple departments, customer interaction and training/mentoring for the QA team.
• Very good analytical problem‑solving skills with application development, software/hardware deployment, IT service delivery, automated help desk support technologies and VDI systems.
• Previous experience working on large government contracts in a leadership position as a QA manager.
• Excellent written and verbal communication skills with the ability to communicate to leadership, peers and subordinates.
• Very good analytical IT QA problem identification, troubleshooting and problem resolution skills.
• 5+ years progressive experience as a QA Manager working in a federal government IT service delivery operation chartered with large scale, multi‑faceted IT support.
• Excellent technical skills related to IT QA in service delivery, including change management, program requirements understanding, developing standards and procedures, thorough understanding of QA testing validation…