Quality Assurance Lead

Basic Qualifications:• Bachelor’s degree and 5 years’ experience or Master’s degree and 3 years’ experience or HS diploma/equivalent and 9 years experience• U.S. Citizenship required; Secret (or higher) clearance• Comfortable communicating with customers including Peraton and Client leadership• Professional written and interpersonal skills are essential when communicating with Client• Experience in data analytics• Time-management skills and the ability to establish reasonable and attainable deadlinesPreferred Qualifications:• 5+ years of proven experience in a heavy customer focus position involving technical knowledge and services• ITIL foundation certification or familiarity with ITIL methodologies and best practices• Industry-specific certification may be requiredPeraton is seeking a Quality Assurance Lead to join our team of qualified, diverse individuals. This position is located on-site in St. Louis, Missouri. Qualified applicants will gather survey data, analyze trends, and speak directly to customers on their experience. The qualified applicant will become part of Peraton’s Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, for the US Coast Guard (CG). This initiative is modernizing and consolidating the operational environment under a common technology framework in order to better support the services provided to CGs customers.Day to Day Work Responsibilities:• Collect and analyze end user survey data• Provide feedback to customers on their survey• Work with enterprise ticket manager to evaluate ticket data and analyst performance within the ticketing interface.• Screen inbound phone calls and provide feedback to analysts and leadership• Provide customer service improvement solutions to senior leadership#USCGIMS