Qaulity Assurance/Trainer (Part-Time)

Company: Synovix, Inc.
Location: Stafford
Posted on: February 21, 2026

Job Description:

Job Description Job Description Employment Type: Part-Time Clearance Requirement: Tier 3 (T3) required Position Overview The Quality Assurance / Trainer is responsible for monitoring, evaluating, and improving call-center performance through structured quality assurance reviews and targeted training initiatives. This role ensures adherence to service standards, privacy requirements, and program expectations while supporting workforce readiness, onboarding, and continuous performance improvement within a federally compliant contact-center environment. Key Responsibilities Develop, maintain, and update call-monitoring scorecards aligned with program performance standards. Conduct random and targeted call evaluations of recorded calls, including calls containing PHI. Calculate and analyze monthly quality scores for Customer Care Representatives and Non-Medical Case Managers. Identify performance trends, gaps, and systemic issues through quality data analysis. Deliver corrective training based on quality assurance findings. Create and present initial and recurring training for staff on: MCWIITS usage Customer service standards Marine Corps culture HIPAA and Privacy Act requirements Maintain accurate and up-to-date training records. Support new-hire onboarding to ensure staff achieve full productivity within 30 days. Collaborate with supervisors and program leadership to reinforce quality standards and continuous improvement. Ensure compliance with federal privacy, security, and documentation requirements. Required Qualifications Bachelor’s degree from an accredited institution. Minimum of 4 years of combined quality assurance and training experience in a contact-center environment. Demonstrated experience conducting call monitoring, quality scoring, and performance evaluation. Ability to obtain and maintain a Tier 3 (T3) clearance. Experience handling and reviewing PHI in compliance with privacy regulations. Preferred Certifications Certified Quality Auditor (CQA). Call Center Quality Assurance Certification or equivalent. Key Competencies Quality assurance methodology Contact-center performance evaluation Training development and delivery Data analysis and trend identification Privacy and compliance awareness Communication and presentation skills Federal operational professionalism THIS POSITION IS CONTINGENT UPON AWARD.

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