Customer Service Quality Manager

ParsonsKellogg is a leading company that values innovation and employee growth. They are seeking a Customer Service Quality Manager to oversee quality and customer satisfaction for a nationwide program for the FAA, developing checklists, coordinating inspections, and analyzing customer satisfaction data.

Responsibilities:

• Under the supervision of the program’s National Engineering Manger, develop standard equipment installation checklists based on manufacturers requirements to ensure consistent outcomes across the program by system type
• Monitor the effectiveness of those checklists and improve as needed
• Coordinate with multiple installation teams in the field to arrange for final or pre-final inspections
• Develop pertinent customer satisfaction surveys for end users
• Coordinate with end users for in-person or virtual customer satisfaction survey interviews (CSS)
• Analyze CSS data for trends and make programmatic suggestions to the Regional Program Manager and National Quality Manager for improvement

Requirements:

• A bachelors degree in engineering or construction management with at least 8 years of experience (or equivalent work experience)
• Intimate knowledge of construction means and methods
• Past experience in equipment installation techniques
• Previous experience with client or customer relationships such as face to face sales, customer service after the fact, or other similar work
• Experience working with other Federal agencies or departments
• Must be able to meet customer security requirements. A background check by Federal Authorities will be performed
• Experience working within the FAA National Airspace System is a plus