Quality Assurance Analyst - IMO (Virginia, Crystal City)

Mission Objectives ? The Quality Assurance Analyst is an essential member of the contract management team, responsible for the internal health and integrity of service delivery across a multi-functional federal IT support program. Operating under the general direction of the Program Manager, this individual conducts structured reviews, audits, and performance analyses to ensure the team consistently meets its commitments to the government client ? and surfaces issues early enough to correct them before they become contractual concerns. This position also serves as alternate to the Program Manager as required.

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Position Responsibility Summary

• Conduct structured, recurring internal audits of team operations ? reviewing service delivery activities, ticket handling practices, documentation quality, and procedural compliance across all functional areas
• Analyze operational data from the team?s ticketing and service management platform to identify performance trends, recurring deficiencies, and emerging risks; translate findings into clear, actionable recommendations for team leadership
• Maintain and refine the team?s internal Quality Control Plan (QCP) ? ensuring it accurately reflects current practices, addresses known risk areas, and meets all applicable contractual and regulatory requirements
• Monitor adherence to documented standard operating procedures across the support team; flag deviations and work collaboratively with functional leads to reinforce correct practices and update SOPs when needed
• Review deliverables, reports, and client-facing content prior to submission ? verifying accuracy, completeness, formatting, and alignment with established standards before materials reach the government
• Support root cause analysis for performance shortfalls or client complaints; document findings and track corrective action items through to closure to prevent recurrence
• Coordinate with the Program Manager to prepare periodic performance summaries and quality trend reports; contribute QA-specific data and analysis inputs for management reviews and client briefings
• Evaluate staff compliance with mandatory training requirements, security protocols, and applicable regulatory obligations; flag gaps and support remediation tracking
• Assess whether current team workflows and processes effectively support service quality goals; recommend process improvements based on evidence gathered through audits and data analysis
• Serve as an internal resource for quality standards awareness ? helping team members understand what ?good? looks like and how their individual contributions affect overall performance outcomes
• Adhere to and help enforce applicable DoD and Army regulatory requirements across the team, including information assurance standards, security protocols, and data handling procedures
• Complete all mandatory government security and compliance training within required timeframes; maintain current DoD 8570/8140 certifications as applicable to the role
• Serve as the designated Alternate Program Manager (Alternate PM) for the contract ? fully authorized to act on the contractor's behalf on all matters relating to contract administration and daily operations in the absence of the primary Program Manager
• Maintain availability during core support hours of 0700?1700, Monday through Friday as required in the Alternate PM role; ensure the Government and COR have continuous access to a fully empowered contractor representative at all times
• In the Alternate PM capacity, serve as the Government's primary point of contact for contract execution during PM absence ? addressing emerging issues, risks, and decisions with the same authority as the primary PM
• Support the PM in overseeing contract performance, resource management, and schedule adherence; maintain sufficient situational awareness of all contract activities to assume PM responsibilities without disruption to service delivery
• Assist the PM in preparation and maintenance of the Project Management Plan (PMP), transition plans, and monthly progress reports to ensure continuity of deliverable submissions
• Coordinate with the COR and Government Lead on behalf of the PM when directed; represent the contractor in meetings, briefings, and program reviews as required