Job Description

QA Analyst (Mid) 
KeenLogic is seeking to hire a QA Analyst (Mid) supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years beginning March 1, 2026 (two base years and four option years), offering long-term stability and growth. 

Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.  

The QA Analyst ensures service quality, process compliance, and continual improvement across Help Desk operations. This role focuses on monitoring performance, auditing tickets, and supporting training and improvement initiatives. 

Qualifications 

• Must be able to pass a Senate background check and must be eligible for Senate Office building access 
• 2+ years of IT support experience 
• Active CompTIA Security+ 

Duties and Responsibilities 

• Maintains and supports quality assurance programs, procedures, and controls to ensure service performance and deliverables conform to established Government standards and contractual requirements 
• Works directly with Help Desk, installation, and technical teams to conduct ongoing inspections, audits, and quality reviews, and to reinforce compliance with documented processes and procedures 
• Reviews service tickets, documentation, and workflows to ensure accuracy, completeness, and adherence to service level agreements (SLAs) 
• Establishes and monitors key quality checkpoints for new services, processes, tools, or procedural changes 
• Identifies trends, recurring issues, and areas of non-compliance through data analysis, audits, and performance metrics 
• Advises management on quality trends, audit findings, vendor performance, and areas requiring corrective action or process improvement 
• Documents audit results, findings, and recommendations, and tracks corrective actions through resolution 
• Collaborates with operations leadership to support continuous service improvement initiatives 
• Assists with the development, review, and refinement of standard operating procedures (SOPs), work instructions, and quality documentation 
• Supports training and coaching efforts by identifying knowledge gaps and process improvement opportunities 
• Ensures QA activities align with security, compliance, and documentation requirements 
• Prepares and contributes to reports and briefings related to quality performance, metrics, and compliance status 
• Maintains awareness of contractual requirements and performance standards applicable to the program 
• Performs other related duties as assigned in support of quality assurance and service delivery operations 

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