Quality Control Lead with Security Clearance

Description BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments. BDR is seeking a Quality Control Lead to join our growing team! This position will be performed virtually from the individual's home office working on EST time schedule with ad-hoc travel to Ashburn, VA. This position requires US Citizenship with an active Top-Secret clearance. (Military Veterans and HUBZone candidates are highly encouraged to apply) Role Overview: The Quality Control Lead will bring in-depth knowledge of training practices and techniques for a 24/7/365 service desk contract in support of our government client. In this role, the ideal candidate will provide quality control oversight and reporting that improve service desk performance and promote the client's mission. Responsibilities: • Ensure all functions meet or exceed performance objectives identified in the contract. • Assist the contract program manager with providing continuous monitoring of staffing, agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives. • Identify and report "operational events" (spikes in volume and/or wait times) to Government in a timely manner and providing an "after action report" that identifies root cause, actions taken to mitigate, and plans for improvement (if appropriate) after each operational event. • Develop reports and assist the contract program manager with briefing Government leadership on daily, weekly, and/or monthly performance. Required Minimum Qualifications: • Bachelor's Degree (Business, IT or similar) with a minimum of 5 years of experience providing quality control and oversight of IT service desk performance and service level objectives. • Have a background in Information Technology/Service Management frameworks and methodologies (ITIL, CMMI, ISO, and AGILE). • Active Top Secret clearance • Quality assurance or control certifications (Lean Six Sigma, Manager of Quality, etc.) preferred. • Experience supporting CBP/DHS, preferred In addition, U.S Citizenship is required. Select applicants will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness. BDR is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.

Location: Ashburn, Virginia, US

Posted Date: 9/9/2025