EN/VR QA and Training Specialist

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September 24

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Cybermedia Technologies, LLC (CTEC)

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Cybersecurity • Cloud • IT Modernization

Cybermedia Technologies, LLC (CTEC) is a company dedicated to modernizing legacy IT infrastructure and securing mission-critical systems for federal agencies. With over 25 years of experience, CTEC specializes in IT modernization, cloud and cybersecurity services, as well as workforce training solutions that enhance technology adoption and efficiency within government operations. Their innovative approach focuses on delivering human-centered design to impact millions of federal workers and American citizens daily.

201 - 500 employees

Founded 1996

🔒 Cybersecurity

📋 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

🎯 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

🏖️ Benefits

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