EN/VR QA & Training Specialist

Job Summary

A company is looking for an EN/VR QA & Training Specialist to lead quality assurance and training activities for the EN/VR Help Desk.

Key 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
• Develop, deliver, and update training programs, materials, and job aids

Required Qualifications

• 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
• Must be able to obtain and maintain a SSA Public Trust Clearance