QASP / AQL QUALITY ANALYST

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Empower AI is seeking a QASP / AQL Quality Analyst to own the Quality Control Program for an enterprise IT Customer Support Services program supporting a Department of War agency. The Performance Requirements Summary defines binding SLAs, XLAs, and Acceptable Quality Levels (AQLs) across sixteen task areas, and the Government surveils performance under its Quality Assurance Surveillance Plan (QASP). The analyst develops and executes the Quality Control Plan, independently audits service delivery and deliverables against every AQL, validates the metrics reported to the Government, drives corrective and preventive action, operates the 'early warning' remediation process, and leads the Annual KPI/PRS Review. This role is the program's assurance that every number reported is right and every deficiency is caught, corrected, and prevented from recurring. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

• Develop, submit, and maintain the Quality Control Plan (QCP), including methods for identifying deficiencies, inspection and audit schedules, records of inspections and corrective/preventive actions, key control and lock combination procedures, and communication and feedback methods with the Government.
• Perform independent inspections, ticket and interaction audits, deliverable reviews, and process compliance audits across all task areas against PRS standards, SLAs, XLAs, and AQLs, and against the Customer-Confirmed Ticket Closure process and ISO/IEC 20000-1 aligned processes.
• Validate the accuracy, completeness, and integrity of performance data and metrics reported in the Customer Support Metrics Dashboard and in monthly and quarterly reports before submission to the Government.
• Operate the 'early warning' provision: monitor metric trends, identify any key metric trending within 5% of its minimum acceptable threshold for two consecutive months, and coordinate the formal remediation plan for inclusion in the next Monthly Customer Support Activity Report.
• Manage the corrective and preventive action (CAPA) process: document deficiencies, drive root cause analysis with task leads, track corrective actions to closure, verify effectiveness, and ensure non-recurrence of defective services.
• Lead the Annual KPI/PRS Review and Recommendation Report, analyzing historical performance data, customer feedback, and operational capability changes, benchmarking against external Government/industry IT customer support metrics, and preparing data-driven recommendations for SLA threshold adjustments.
• Serve as the primary contractor liaison for Government QASP surveillance activities, incentive/disincentive plan reviews, and post-award/periodic progress meetings; prepare responses to Government deficiency notices and document meeting minutes and action items.
• Maintain quality records available for Government inspection, train staff on quality standards and processes, and report quality program status, audit findings, and trends to program leadership.

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings

• ASQ Certified Quality Auditor or Manager of Quality/Organizational Excellence, Lean Six Sigma Black Belt, ITIL 4 Managing Professional, or ISO/IEC 20000 Lead Auditor.
• Experience supporting Department of War (DoW), DoD, or other Federal IT service contracts and CPARS-evaluated performance.
• Experience with ServiceNow reporting and Performance Analytics for quality auditing.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience benchmarking IT support metrics against industry standards (HDI, MetricNet, Gartner).
• Experience with incentive/disincentive plan administration.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.