Quality Assurance Lead

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.

Key Responsibilities

• Quality Assurance Execution:
  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:
  Coordinate 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 (Service Now, Remedy); strong analytical, communication, and documentation skills.
• Ability to obtain and maintain an NIH Public Trust clearance.
• Commitment to maintaining high standards of privacy, security, and data handling in all QA processes, aligned with federal and program-specific requirements.

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).

GDIT IS YOUR PLACE:

• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from

OWN YOUR OPPORTUNITY Explore a career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.

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.

Scheduled Weekly

Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:
Onsite

Work Location:

USA MD Bethesda

Additional Work Locations:

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…