Beneficiary QA & Training Specialist

We are seeking to hire a Beneficiary 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 Beneficiary QA & Training Specialist is responsible for planning and conducting training for staff and Employment Network (EN) personnel, supporting the onboarding of new team members, and monitoring call and operational quality assurance within the program. This role develops and delivers training sessions, materials, and job aids to ensure staff and EN participants are knowledgeable about program processes, procedures, and standards. The Specialist also assists with new hire orientation and onboarding activities, supporting seamless integration into the team. In addition, the position monitors calls and operational activities, conducts quality assurance reviews, and provides feedback or recommendations to enhance service quality and compliance. 
Duties and Responsibilities:

•    Conduct training sessions for staff and EN personnel on program policies, procedures, and systems.
•    Develop and update training materials, guides, and job aids as needed.
•    Support onboarding and orientation activities for new hires, ensuring smooth integration.
•    Monitor inbound and outbound calls and review operations for quality assurance.
•    Perform call monitoring and operational quality reviews, documenting findings and providing recommendations for improvement.
•    Provide feedback and coaching to staff to support ongoing development and quality improvement.
•    Ensure all training and quality processes comply with program guidelines and standards.

Requirements: 

•    Bachelor’s degree with 0–2 years of relevant experience, or High School diploma/GED with 6–8 years related experience.
•    Experience in delivering training and supporting onboarding in a professional setting.
•    Skilled in monitoring and evaluating customer service or operational activities for quality assurance.
•    Strong verbal and written communication abilities.
•    Attention to detail and strong organizational skills.
•    Ability to develop, revise, and present training and guidance materials.
•    Proficient with common office technology and communication tools.
•    Experience in a government or customer service environment preferred.

Must be able to obtain and maintain a SSA Public Trust Clearance