SLA Quality Lead in Chantilly, VA at General Dynamics Information Technology

Date Posted: 8/14/2019

Job Snapshot

Job Description


GDIT is looking for an SLA Quality Lead for an exciting project in Chantilly VA supporting the Department of Veterans Affairs (VA). The Quality Lead will serve as an interface point with our VA customer, the GDIT team, and other stakeholders to ensure that the definition, execution, calculation and presentation of Service Level Requirements meet the objectives for the customer and are congruent across the program. The project supports the development and implementation of process automation on scale of more than 20,000 complex transactions per day that need inspection and routing with the goal to enable the VA to process claims for Veterans. As Quality Lead, you will be helping us to improve our process automation and provide better service for a national level system that supports Veterans. Your contributions will be vital to providing a high quality user experience to our customer.

As Quality Lead, you will identify quantitative metrics for each Service Level Requirement (SLR) in order to meet the thresholds established by the VA. This will include defining the triggers for measuring quality levels with the business stakeholder, and converting those into specific performance requirements that must be captured during process automation. You will be expected to review results from test environment, evaluate those results and present them to the stakeholders for review and concurrence.  You will be engaged with leading, collecting and auditing the SLRs from Production. This will include anomalies and errors that require immediate intervention and transactions off-ramped where processing automation rules dictated that course of action. Ultimately, you will be responsible presenting the SLRs metrics on weekly basis and working with the development and DevOps to isolate areas that failing the quality thresholds established by the VA.


You will have the opportunity to contribute on an individual basis as well as demonstrate your strengths as a leader and a team player. Your contributions will include:

  • Working closely with the process analysts and architects to develop definitions for each of the SLR metrics to monitored, and then presenting them to the VA customer for concurrence;
  • Leading the implementation and collection for SLR metrics through a software development team that will be using agile practices for complex software projects;
  • Reviewing and identifying the SLR results from multiple process automation runs in progressive testing environments leading to Production deployment;
  • Documenting and publishing the definition of each SLR, including revisions as necessary;
  • Collecting, analyzing and presenting the Production SLRs on a weekly basis to the VA customer through easy to understand bar charts, diagrams, and trend analysis graphs
  • Communicating the SLR goals, priorities, and status across the vendor team and VA customer organization;
  • Identifying innovative solutions to solve complex test problems;
  • Training/mentoring of team members to understand how SLR metrics are captured and evaluated;
  • Partnering with Agile Release Train to plan for new functionality, resolve defects, and incorporate error injection test methodologies;
  • Leading improvements to the Automation test framework for the organization to accurately account for specific SLR metrics.



  • 8+ years of professional experience with a Master’s degree or 10+ years of experience with Bachelor’s degree
  • 8+ years of experience with managing quality metrics to support program compliance where service level agreements or service level requires exist
  • 6+ years analyzing program metrics to decompose areas where thresholds are not being met in order to recommend program improvements
  • 4+ years working in software development environment with direct hands-on experience defining specific quality metrics for implementation
  • 4+ years defining specific quality metrics that include customer review and concurrence
  • 4+ years’ experience in supporting the validation of quality metrics from progressive testing environments that must meet threshold requirements before application / COTS software can be deployed to Production
  • 3+ years’ experience integrated into an agile development team environment
  • Experienced with elevating defects into defect management tracking tool; Excellent written and verbal communication and teamwork skills.

Desired but not required:

Veteran preferred; Previous experience with the Department of Veterans Affairs;

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.','industry