Job Description

Project Manager I (Quality Control Lead)- Onsite (US Citizens w/ CBP Clearance) About Swingtech Swingtech delivers innovative Information Technology and Professional Support services to a diverse range of clients across the federal and intelligence communities. With over 15 years of trusted experience as a systems integrator, we apply agile methodologies and deep industry insight to help our customers achieve greater efficiency, compliance, and cost savings. At Swingtech, we’re committed to excellence and long-term success for our clients and our team. Location: Washington, DC Metro Area - Onsite Clearance Requirement: CBP Background Investigation (BI) We are currently looking to fill a Project Manager I - Quality Control Lead role. Responsibilities & other details are listed below: Responsibilities Develop and enforce quality assurance processes and SOPs across all service desk operations. Review tickets, calls, and chats for compliance with CBP procedures, tone, and documentation standards. Monitor KPIs including First Contact Resolution (FCR), abandon rate, and escalation handling. Lead monthly Process Deep Dive initiatives to evaluate and enhance service quality. Analyze feedback from customer surveys and complaints; implement targeted improvements. Collaborate with training and knowledge management teams to resolve service gaps. Eligibility & Qualifications U.S. Citizen with an active CBP BI clearance. Minimum 3 years of experience in quality assurance within a service/help desk environment. Bachelor's degree in IT, Business, or related discipline. Familiarity with ITIL, HDI, and help desk performance frameworks. Excellent analytical and communication skills; attention to detail is essential. Summary of Benefits 15 PTO days 11 paid holidays Medical Insurance with - 3 options (HSA with $600 Employer Contribution). Dental Insurance with no age limit orthodonture. Vision Insurance through EyeMed in and out of network coverage. Short Term and Long-Term Disability coverage with 100% premium support, Life insurance and AD&D with 100% premium support Supplemental Life Insurance Critical Care and Accident Insurance availability Pet Insurance through Nationwide Employee Assistance Program 401k with enrollment from day one. 4% deferral by company. $1500 Annual Training Budget $1500 Referral bonus Eligibility for annual merit and discretionary bonus Equal Opportunity Employer Minority/Female/Veterans/Disabled Administrative, Customer Support & Others- R #J-18808-Ljbffr Swingtech Consulting Inc.

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