Cybermedia Technologies, LLC (CTEC)

Business Analyst

• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
• Leading ongoing reviews of business processes and developing optimization strategies
• Participate and contribute to the Daily Leadership Stand-up, Daily Development Team SCRUMs, Weekly IPTs, Weekly Executive Briefing, Executive Steering Committee (ESC) reporting as required
• Provide general project management oversight on a day-to-day basis and reporting
• Align processes, operating model, and delivery framework with the Agile Scrum methodology and use of the Rational Team Concert (RTC) and/or JIRA or other tools available in client environment to manage backlog
• Conducting meetings and presentations to share ideas and findings
• Performing requirements analysis
• Documenting and communicating the results of your efforts
• Effectively communicating your insights and plans to cross-functional team members and management
• Gathering critical information from meetings with various stakeholders and producing useful reports
• Working closely with client and providing leadership, training, coaching, and guidance to junior staff
• Ensuring solutions meet business needs and requirements
• Managing projects, developing project plans, and monitoring performance
• Prioritizing initiatives based on business needs and requirements
• Serving as a liaison between stakeholders and users
• Monitoring deliverables and ensuring timely completion of projects
• Lead, mentor, and coach Mid-level and Junior Business Analyst
• Serve as team lead for Business Analyst team, ensuring team is knowledgeable and adheres to client and internal processes

Lead Business Analyst

QA Engineer

• Plan and conduct training sessions for staff and Employment Network (EN) personnel on program policies, procedures, and systems.
• Develop and update training materials, guides, and job aids.
• Support onboarding and orientation activities for new hires to ensure smooth integration.
• Monitor inbound and outbound calls and review operations for quality assurance.
• Perform call monitoring and operational quality reviews, document findings, and provide recommendations for improvement.
• Provide feedback and coaching to staff to support development and quality improvement.
• Ensure all training and quality processes comply with program guidelines and standards.

Beneficiary QA and Training Specialist

Learning and Development

• Coordinates and administers training programs for Social Security Administration personnel
• Manages training schedules, participant enrollment, venue coordination, and logistics for both in-person and virtual training events
• Maintains training records, tracks completion rates, and ensures compliance with federal training documentation requirements
• Supports language translation and accessibility requirements for training programs and materials

Training Coordinator / Administrator

• 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

Lead Business Analyst

Beneficiary QA and Training Specialist

Training Coordinator / Administrator

EN/VR QA and Training Specialist