Sr. Quality Control Analyst

Maveris is an IT and cybersecurity services company committed to helping organizations create secure digital solutions to accelerate their mission. We are Veteran-owned and proud to serve customers across the Federal Government and private sector. We have an opening for a full-time, permanent Sr. Quality Control Analyst to join our talented, dynamic team in support of a large Federal Government customer. 

Veterans are encouraged to apply. 

This position is required to be onsite 80% of the time in Hines, IL, Austin, TX, or Martinsburg, WV.

Duties

• Quality Control & Process Improvement: 
• Continuously monitor and assess processes to identify areas for improvement, ensuring best practices are consistently applied. 
• Work with cross-functional teams to develop and implement solutions that enhance operational efficiency and reduce risk. 
• Conduct thorough analysis of current workflows, offering actionable insights for streamlining processes and increasing quality. 
• Ticket Review & Closure: 
• Review and manage incoming service tickets, ensuring accurate documentation and timely resolution of issues. 
• Ensure that tickets are closed according to defined processes and standards, with thorough verification of customer issues and resolutions. 
• Collaborate with technical and support teams to address ticket escalations and provide feedback for continuous improvement. 
• Quality Improvement Initiatives: 
• Lead and support quality improvement projects across the department, ensuring metrics and KPIs align with company goals. 
• Regularly assess and track performance metrics, making adjustments as needed to drive efficiency, productivity, and client satisfaction. 
• Provide recommendations to improve overall product quality, customer service experience, and internal procedures. 
• Incident Response & Security Tool Familiarity: 
• Understand incident response processes and security tools to ensure that quality standards are met during issue resolution. 
• Ensure adherence to security best practices in the handling of service tickets and customer interactions. 
• Collaborate with security teams to review incidents and their resolutions, ensuring that root causes are addressed and documented. 
• Customer Service Support: 
• Provide support in understanding customer concerns, addressing inquiries regarding ticket status, and managing customer expectations. 
• Assist in troubleshooting customer issues, providing clear and concise explanations, and ensuring overall customer satisfaction. 
• Maintain professional communication and positive customer experience, even in challenging or high-pressure situations. 

Requirements

• Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience)
• Minimum of 4-5 years of experience in a Quality Control, Customer Service, or related role, preferably with a focus on process improvement or quality management
• SME in ticketing systems (ServiceNow) 
• Familiarity with incident response and security tools
• Strong analytical and problem-solving skills, with the ability to identify root causes and suggest improvements
• Excellent written and verbal communication skills, with a strong focus on customer service
• Ability to work independently and in a team-oriented environment, managing multiple priorities effectively
• Attention to detail and the ability to maintain high standards of accuracy and quality
• Experience with security and incident response tools such as Splunk, MDE, or others
• Demonstrated ability to lead and collaborate on cross-functional teams
• Professional certifications (e.g. CompTIA Security+, CISSP) are a plus 

Benefits

Maveris attracts and retains talent of the highest caliber by offering opportunities to work in exciting and challenging environments surrounded by bright minds. Our employees are our most prized asset and are rewarded with highly competitive compensation and a top-tier benefits package, including:

• 401(k) with company match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off

About Maveris

Maveris offers exceptional, mission-focused, solutions to organizations facing highly complex IT, digital, and cybersecurity challenges. Our success is achieved by maintaining an environment of trust where people are encouraged to reach their fullest potential. Every candidate that applies to Maveris brings something unique to the table, and because our team is diverse, we consistently meet our goals and exceed client expectations. If you are a highly-motivated person with a willingness to learn, we invite you to apply today to join our team!

To learn more about employee benefits visit www.maveris.com.
For company updates and the latest job postings check us out on LinkedIn.
If you'd like to read about some of our research and projects head over to Maveris Labs.
Want a more behind the scenes view? Check out our blog Maveris Insights to learn more about the team behind the solutions.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.