Top 4 Call center quality Jobs in Washington, Dc

Quality Assurance Lead
General Dynamics Information Technology —Bethesda, MD
- $96,569 - $130,651 a year
- Hybrid work
- 5 years
- Analysis skills
- Bachelor's degree
Contact Center Quality Analyst Lead
Integral —Tysons Corner, VA
- $105,000 - $120,000 a year
- Full-time
- Analysis skills
- Presentation skills
- Bachelor's degree
- Paid parental leave
- Paid holidays
Quality and Training Manager Contact Center
Systems Integration, Inc. —Washington, DC
- Full-time
- Hybrid work
- Mid-level
- Analysis skills
- Education
- Dental insurance
- Vision insurance
Quick Apply
Training and Quality Assurance Manager (Call Center)
TechOp Solutions International —Arlington, VA
- Full-time
- Remote
- Management
- 5 years
- Analysis skills
Quick Apply

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Quality Assurance Lead

General Dynamics Information Technology -
Bethesda, MD

Apply Now

Job Details

$96,569 - $130,651 a year

Benefits

Internal mobility program

Qualifications

Data validation techniques
Technical documentation
Data quality assurance
Stakeholder management

Full Job Description

Clearance Level

None

REQ#: RQ224968

Public Trust: NACI (T1)

Requisition Type: Pipeline

Your Impact

Own your opportunity to be on the frontlines of health innovation. Deliver for America’s health agency missions and enhance lives for hundreds of millions every day.

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.

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 (ServiceNow, 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.

Work Requirements

Years of Experience

5 + years of related experience

may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Salary and Benefit Information

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.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

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 / Individuals with Disabilities / Protected Veterans

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