Overview Please note that this position is contingent upon the successful award of a contract currently under bid. Global in service but local in approach, Nisga'a Tek is committed to high-quality service to those who defend us. Nisga'a Tek ensures mission assurance and execution for customers and warfighters. Providing intelligence, IT, cyber security, training, logistics, administrative, acquisition, and background investigation services. Summary: The Project Manager I (Quality Control Lead) shall furnish a detailed SOP that describes the specific processes and procedures for implementing and maintaining high-quality services, work products / deliverables, and meeting/exceeding the standards while ensuring excellent customer experience. Responsibilities Essential Job Functions: Monitoring and ensuring that staff deliver the highest level of polite, professional, and effective customer service Monitoring and ensuring that staff comply with documented processes and procedures Remediation of complaints from customers and other support groups Continual service improvement based on trends in AQLs as well as positive/negative feedback from customers and other support groups. How process improvements and lessons learned will be captured and shared, to include recommending new communication channels at all levels. Identify and implement process improvements based on performance data, lessons learned, and stakeholder feedback Develop a framework for capturing and sharing best practices and lessons learned across teams Recommend and support the implementation of new communication channels to enhance collaboration and transparency Qualifications Necessary Skills and Knowledge: In depth knowledge of service desk best practices Strong understanding of federal contract performance standards and quality control methodologies Shall be customer-focused, responsive, reliable, and detail-oriented with solid managerial, communication, and problem-solving skills Minimum Qualifications: Minimum three (3) years’ experience performing quality control Ability to pass a background, credit check, and drug test Preferred Qualifications: Bachelor's degree Pay and Benefits The salary range for this position is $100,000 to $150,000 annually. At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.