Project Manager leading SAP Digital Manufacturing implementation projects at Syntax. Driving digitalization and optimization for intelligent manufacturing solutions across various domains.
About the role
- Lead the TSD Quality program: author the Quality Control SOP, monitor adherence, and drive metric performance
- Author and maintain the Quality Control SOP; define quality review cadence and artifacts
- Evaluate call/chat/email/ticket interactions against documented procedures and AQLs; provide objective evidence and reporting
- Analyze trends and partner with Training and Operations to drive corrective actions and continuous improvement
- Support knowledge and SOP updates to reflect improvements and new capabilities
- Provide coaching and feedback at scale and implement process improvements to improve quality metrics
Requirements
- Bachelor’s degree from an accredited university or equivalent years of relevant work experience
- Minimum of five (5)+ years in QA leadership for service desk/contact center operations
- Experience developing/tuning QA scorecards and providing coaching/feedback at scale
- Strong analytical skills with ability to translate insight into SOP and process changes
- Must be able to obtain and maintain a DHS/CBP Background Investigation (BI)
- Experience in AQL-driven environments (public sector or regulated industries) (preferred)
- Familiarity with ITIL/HDI (preferred)
- Experience with ITSM and contact center analytics (preferred)
- Commutable to Ashburn, VA; Orlando, FL; or San Antonio, TX; available for ad-hoc or recurring onsite reporting
Benefits
- Paid time off and Holidays
- Medical, Dental, and Vision Insurance
- Paid Parental Leave
- Short-term disability, long-term disability, and life insurance - Employer Paid!
- 401(k)
- Additional Voluntary Life Insurance
- Tuition Reimbursement & More!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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