The Federal Trade Commission (FTC) Sentinel Network Services (SNS) program supports the FTC by providing omni-channel contact center services in accordance with contractual requirements. The FTC SNS contact center team responds to inbound consumer contacts reporting cases of identity theft and consumer fraud. The Quality professional will function independently through the Mission Assurance organization to define, implement, and maintain an independent Quality Assurance function and a Quality Management System (QMS). Quality will also support investigations, propose, and assist in implementing improvements in process efficiencies, as well as infrastructure modernization through technology and cloud services. The Quality professional may be seated at our Indianapolis, IN or Albuquerque, NM contact center facilities. Telework opportunities will be available.
Establish and Maintain a Quality Program in accordance with Leidos and Program Quality Requirements.
Interface to Internal & External Customers (PMs, Functional Leads, Leidos internal stakeholders).
Program Surveillance Service/Product Delivery (QA/QC) / (i.e., in-process reviews, work product reviews, test compliance, participate in Engineering Review Board/Change Control Board, and Risk and Opportunity Management Board), perform process audits, Contract Data Requirements List (CDRL) review/approvals, etc.).
Perform and Support Industry Quality Standard Assessments for in-scope projects and align to Leidos’ Engineering Edge.
Early Identification Risks/Issues Lifecycle and Methodologies.
Operational Excellence/Continuous Service Improvement (Structured Improvement Activities – SIAs).
Metrics Management (Collect, Track, Analyze, Report Performance Data & Customer Satisfaction feedback/recommend improvements).
Issue Management (i.e., perform root cause analysis, report Customer Quality Escapes, Lessons Learned).
Support Proposals (Write to Quality & Performance Requirements).
Facilitate QA calibration sessions, ensuring both internal and external QM teams remain in line and consistent with Quality Assurance expectations.
Monitor, track, and report on individual, team, and program quality assurance metrics on a weekly, monthly, quarterly, and annual basis.
Coordinate with internal team identifying areas of improvement to help facilitate coaching/feedback sessions, encourage employee refresher training, make updates/changes to training material, or create new training material.
Requires a BS degree and 2 – 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience. In lieu of a degree, 6 plus years of experience may be considered.
Experience in Quality Assurance/Quality Control of Quality Management Systems.
Experience Managing Service Level/Metrics Management.
Demonstrated Knowledge of Lean/Continuous Service Improvement – Green Belt Trained
Experienced skills in MS Products (Microsoft Excel / Word / PowerPoint)
Demonstrate Solid Business Writing Skills.
Excellent Verbal Communication Skills.
Must be able to obtain a Public Trust clearance.
Fluency in English and Spanish languages
Ability to work in a dynamic team environment
Experience with NICE CXone QM Pro product
Well versed in Consumer Protection laws
Green Belt Certified
International Organization for Standardization (ISO) Trained.
Pay Range:Pay Range $60,450.00 - $93,000.00 - $125,550.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
In order to enter Leidos facilities in the U.S. and to attend Leidos events outside our facilities, employees are required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. In addition, we are receiving guidance from certain customers that onsite contractor personnel will need to be fully vaccinated to access customer facilities. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 44,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $13.7 billion for the fiscal year ended December 31, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.