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