Quality Assurance and Training Specialist

Posted: August 5, 2025

Employee

The Quality Assurance & Training Specialist is responsible for overseeing and directing internal and external quality assurance initiatives, second level review spot checks, and quality assurance follow up. They also are responsible for developing and maintaining training & educational materials in support of the program. The Specialist may be assigned to a specific program, acting as a liaison between program operations and quality review to ensure customer timeliness and quality goals are achieved, in addition to serving as a subject matter expert.

Responsibilities include:

QUALITY ASSURANCE
Manage and conduct quality assurance review and two-tier review of reports of background investigations to ensure investigative coverage is met in accordance with applicable directions and investigative standards while meeting timeliness expectations for case delivery.
Address any integrity, compliance, or security concerns that may arise by working with the appropriate department.
Working in conjunction with Program Management and Senior Leadership to provide quality customer service, which may include interacting with the customer, answering customer questions, and effectively handling customer concerns.
TRAINING COORDINATION
Maintain a program to train personnel who are involved in the background investigation process.
Develop, maintain, and administer related materials including Standard Operating Procedures (SOP).
Provide guidance on investigative issues and questions, to support performance standards.
Provide guidance to team members regarding concerns, policy and procedures, and any issues raised during the investigation.
Encourage and reinforce friendly, respectful, and professional interactions between across contract or program staff to ensure mutual understanding and “one team” mentality.
Performs other related duties as assigned by leadership.
SUPERVISORY RESPONSIBILITIES:
This job does not have personnel supervisory responsibilities.

Requirements include:

STANDARDS AND MEASUREMENTS:
Meets and maintains the requirements of the quality and training functions of the program or contract.
Develops positive relationships with program management and personnel.
Maintain timeliness and quality.
Cooperates within a team environment.
QUALIFICATIONS:
Experience in the personnel security or federal background investigations industry.
Bachelor's Degree (BA) from four-year college or university, or 6 years of related experience and/or training, or equivalent combination of education and experience.
Computer skills preferred: Microsoft Office Suite; Invoicing Systems; Project Management
POSITION COMPETENCIES:
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Pay Range: $60,000 - $80,000