EN/VR QA & Training Specialist

We are seeking to hire an EN/VR QA & Training Specialist to our team!

Join Us in Empowering Lives Through SSA’s Employment Support Initiatives

Are you passionate about making a meaningful difference in people’s lives? The Social Security Administration (SSA) is committed to helping individuals with disabilities achieve greater independence through employment. By joining our team, you’ll play a vital role in supporting this impactful mission—helping people unlock their potential, build confidence, and create brighter futures. If you're driven by purpose and inspired by the chance to make a lasting impact, we invite you to be part of a program that changes lives every day.

The EN/VR QA & Training Specialist leads advanced quality assurance and training activities for the EN/VR Help Desk. This position performs in-depth performance analysis, conducts comprehensive call monitoring, and delivers individualized coaching and feedback to Help Desk staff to drive ongoing quality improvement and compliance. The Specialist develops and updates training programs, oversees onboarding and continuing education initiatives, and works closely with management to identify trends and recommend process enhancements. Responsibilities include detailed documentation of findings, analysis of key performance metrics, and facilitating workshops or group training sessions. 

Duties and 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.

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