EN/VR QA & Training Specialist jobs in United States
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Cybermedia Technologies, LLC (CTEC) · 3 months ago

EN/VR QA & Training Specialist

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
date2+ years exp

CTEC is a leading technology firm that provides modernization, digital transformation, and application development services to the U.S. Federal Government. They are seeking an EN/VR QA & Training Specialist to lead quality assurance and training activities for the EN/VR Help Desk, focusing on performance analysis, call monitoring, and staff coaching to enhance service quality and compliance.

ConsultingInformation Technology
badNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

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

Qualification

Quality assurancePerformance analysisTraining developmentCall monitoring toolsCommunication skillsCompliance understandingLeadership abilityInterpersonal skills

Required

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

Benefits

Paid vacation & Sick leave
Health insurance coverage
Career training
Performance bonus programs
401K contribution & Employer Match
11 Federal Holidays

Company

Cybermedia Technologies, LLC (CTEC)

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We modernize legacy infrastructure, secure mission-critical systems and design digital experiences that impact millions of federal workers & American citizens every day.
dateFounded in 1996
location
Reston, Virginia, USA
people-size51-200 employees
web-link
http://www.ctec-corp.com

Funding

Current Stage
Growth Stage
Total Funding
$44M
Key Investors
Main Street Capital
2023-05-17Private Equity· $44M
2023-05-17Debt Financing
Company data provided by crunchbase