Cybermedia Technologies, LLC (CTEC)

1900 Campus Commons Drive Reston, VA 20191

EN/VR QA and Training Specialist

QA EngineerQA EngineerFull TimeRemoteMid LevelTeam 201-500Since 1996H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

175 days ago

Salary

Not specified

Seniority

Mid Level

High School2 yrs expExperience acceptedEnglish

Job Description

• 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

Job 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