Overview
Quality Coordinator Jobs in Harper Woods, MI at Avancez Assembly
Job Description Title –Quality Control Inspector
Number of Vacancies – 1
SUMMARY
Wichita Government Solutions, LLC, a subsidiary of Quivera Enterprises, LLC Native American 8a business, is currently seeking a highly skilled and motivated IT help desk Quality Control Inspector to work on a government project, in Macon, GA. The ideal candidate is responsible for monitoring and evaluating the performance of help desk staff to ensure they provide accurate, timely, and effective support to end-users. This role involves assessing the quality of service provided, identifying areas for improvement, and ensuring compliance with company policies, procedures, and best practices.
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.
Inspects all deliverables and performs quality control checks all performance goals
Works directly with the QCM to implement quality control
Reviews all work that Team BSPS completes
Participates in formal reviews with our PM and QCM
Ensures that all checklists are completed and submitted on time
Reviews 100% of all checklist inspections
Inspects each contract deliverable
Maintains and reviews QC logs and records
Reviews and record all results from Customer Feedback Forms
Delivers and participates in scheduled and unscheduled reviews
Performs Random Inspections using the checklist developed for the service being inspected
Collaborates with Government personnel to accomplish additional tax and requirements within Appendix 3
Additional Responsibilities:
Review and assess help desk tickets, phone calls, chat logs, and email correspondence to ensure compliance with internal quality standards.
Evaluate the accuracy, professionalism, and efficiency of help desk support agents, identifying areas for improvement in service delivery.
Analyze help desk interactions to identify trends, gaps in knowledge, or common issues, and recommend training or process improvements.
Generate regular reports detailing performance metrics, trends, and areas requiring attention. Share findings with management to inform decision-making.
Verify that help desk procedures are being followed according to company standards, industry regulations, and best practices.
Recommend improvements to help desk processes, workflows, and systems to enhance productivity and service quality.
Assess and ensure that customer issues are resolved promptly and effectively, aiming for high levels of customer satisfaction.
QUALIFICATIONS – EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum Necessary) Qualifications
Bachelor’s degree in information technology, Business Administration, or a related field (or equivalent experience).
5+ years of experience in IT support or help desk roles, with at least 2 years in leadership or quality control capacity.
Strong understanding of IT systems, troubleshooting techniques, and help desk software/tools.
Exceptional analytical skills with the ability to identify problems and implement effective solutions.
Excellent communication and interpersonal skills to interact with both technical and non-technical stakeholders.
Proven experience in coaching, mentoring, and developing team members.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Strong attention to detail and commitment to high-quality service delivery.
Knowledge, Skills, Abilities, and Other Characteristics
Working knowledge of Windows-based computers.
Working knowledge of Microsoft Suite, especially MS Word, MS Excel, and Adobe.
Preferred
IT certifications (Security+, ITIL Foundation, etc.)
Experience with government contracts or federal/state/local compliance regulations.
Familiarity with cloud-based help desk solutions and remote service delivery.
Experience with help desk software
Experience with performance management tools and reporting systems.
NECESSARY PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS
This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
The job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work described herein is primarily in a modern office setting.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain the appropriate clearance levels required and be able to obtain access to military installations.
Shareholder Preference
BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
Wichita Government Solutions, LLC Native American owned business, is an equal opportunity employer.
We participate in the E-Verify Employment Verification Program. We are a drug-free workplace.
Title: Quality Coordinator
Company: Avancez Assembly
Location: Harper Woods, MI
