CTEC is a leading technology firm that provides modernization, digital transformation, and application development services to the U.S. Federal Government. Headquartered in McLean, VA, CTEC has over 300 team members working on mission-critical systems and projects for agencies such as the Department of Homeland Security, Internal Revenue Service, and the Office of Personnel Management. The work we do effects millions of U.S. citizens daily as they interact with the systems we build. Our best-in-class commercial solutions, modified for our customers’ bespoke mission requirements, are enabling this future every day.
The Company has experienced rapid growth over the past 3 years and recently received a strategic investment from Main Street Capital Corporation (NYSE: MAIN). In addition to our recent growth in Federal Civilian agencies, we are seeking to expand our capabilities in cloud development and footprint in national-security focused agencies within the Department of Defense and U.S. Intelligence Community.
We are seeking to hire an EN/VR QA & Training Specialist to our team!
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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
If you are looking for a fun and challenging environment with talented, motivated people to work with, CTEC is the right place for you. In addition to employee salary, we offer an array of employee benefits including:
Paid vacation & Sick leave
Health insurance coverage
Career training
Performance bonus programs
401K contribution & Employer Match
- 11 Federal Holidays
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