Beneficiary QA & Training Specialist

Bachelor’s degree with 0–2 years of relevant experience, or High School diploma/GED with 6–8 years related experience. Experience in delivering training and supporting onboarding in a professional setting. Skilled in monitoring and evaluating customer service or operational activities for quality assurance. Strong verbal and written communication abilities. Attention to detail and strong organizational skills. Ability to develop, revise, and present training and guidance materials. Proficient with common office technology and communication tools. Experience in a government or customer service environment preferred. Must be able to obtain and maintain a SSA Public Trust Clearance

Conduct training sessions for staff and EN personnel on program policies, procedures, and systems. Develop and update training materials, guides, and job aids as needed. Support onboarding and orientation activities for new hires. Monitor inbound and outbound calls and review operations for quality assurance. Perform call monitoring and operational quality reviews, documenting findings and providing recommendations. Provide feedback and coaching to staff for development and quality improvement. Ensure all training and quality processes comply with program guidelines and standards.