Quality & Service Improvement Specialist

Job description

Overview Edgewater Federal Solutions is seeking a Quality & Service Improvement Specialist to support a major national laboratory. Responsibilities: - Analyze ticket trends, service metrics, and customer feedback to identify patterns, highlight issues, and support data-driven improvement recommendations. - Support and execute service improvement initiatives, including tracking actions, documenting progress, and assisting with implementation of process enhancements. - Capture, structure, and maintain detailed meeting notes, including decisions, action items, risks, and follow-ups, ensuring alignment and accountability across stakeholders. - Quality Assurance Quality Control duties, to include: review, edit, and format program communications, reports, knowledge articles, and deliverables for grammar, clarity, consistency, and executive-level quality prior to distribution and ensuring they meet established quality standards. - Prepare recurring and ad hoc reports, dashboards, and summaries for leadership, ensuring accuracy, clarity, and alignment with program objectives. - Develop, document, and maintain SOPs, process flows, knowledge articles, and operational procedures across servic...