EN/VR QA & Training Specialist

Bachelor’s degree with 2–4 years of relevant experience, or high school diploma/GED with 8–10 years related experience. In-depth experience conducting quality assurance, performance analysis, and staff coaching in customer service or help desk environments. Strong analytical skills and proficiency with call monitoring and reporting tools. Demonstrated ability to develop training content and deliver effective training sessions. Excellent written and verbal communication and interpersonal skills. Leadership ability and proven track record of driving quality improvements. Thorough understanding of program compliance and service standards. Must be able to obtain and maintain a SSA Public Trust Clearance

Lead advanced call monitoring and quality assurance for EN/VR Help Desk operations. Analyze performance data and key metrics to identify trends, risks, and opportunities for improvement. Provide detailed coaching and actionable feedback to individual staff and teams. Develop, deliver, and update training programs, materials, and job aids. Facilitate onboarding for new Help Desk staff and ongoing development for existing team members. Document and report on quality assurance findings, compliance issues, and training effectiveness. Collaborate with management to implement process improvements and best practices.