ECS
AL
Everforth ECS Federal is seeking a Quality Assurance Manager to work in our Huntsville, AL office. ECS is seeking an experienced Quality Assurance Manager to lead quality assurance, process improvement, compliance, and performance excellence initiatives within a high-volume, 24/7 IT Call Center environment. This individual will be responsible for developing, implementing, and continuously improving quality management programs that ensure exceptional customer service delivery, operational efficiency, contract compliance, and adherence to industry best practices. The ideal candidate has extensive experience in service management, contact center operations, quality assurance methodologies, and leading cross-functional teams in mission-critical environments. Key Responsibilities: Develop, implement, and maintain a comprehensive Quality Management Program for a 24/7 IT Call Center supporting enterprise operations. Establish quality standards, scorecards, evaluation...