EN/VR QA and Training Specialist
Cybermedia Technologies, LLC (CTEC)
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
Requirements
- 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