Quality Assurance Specialist

Reports To
:
Program Manager

Location
:
Remote

Schedule
:
Monday – Friday

Hours
:
Full-time, 40-hours/week

FLSA Status
:
Hourly, Nonexempt

Clearance
:
Public Trust

The Quality Assurance Specialist supports Department of Education, Federal Student Aid (FSA) Ombudsman by ensuring the accuracy, consistency, and compliance of regulatory case determinations in a performance-based contract environment. This position is responsible for conducting structured quality reviews of completed case files, applying established evaluation criteria, identifying deficiencies, and providing actionable feedback to production staff and leadership. The Quality Assurance Specialist plays a critical role in maintaining contractual service level agreements, including quality and accuracy standards.

This role helps mitigate financial risk by identifying trends, preventing repeat errors, and supporting continuous improvement initiatives that strengthen overall operational performance.

• Conduct structured quality reviews of completed regulatory case files using established scorecards and evaluation criteria.
• Evaluate case determinations for accuracy, regulatory compliance, documentation completeness, and analytical integrity.
• Identify material defects, documentation gaps, or inconsistencies in case analysis and resolution.
• Provide clear, constructive written and verbal feedback to case analysts and supervisors.
• Track and report quality trends, recurring deficiencies, and identified training needs.
• Participate in calibration sessions to ensure consistency in quality scoring and interpretation of standards.
• Support development and refinement of quality checklists, templates, and internal guidance materials.
• Assist in root cause analysis for quality failures and recommend corrective actions.
• Collaborate with supervisory staff to support analyst coaching and performance improvement initiatives.
• Contribute to monthly quality reporting and performance analysis.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required.
• Complete required compliance training as assigned.
• Other duties as assigned.

• Comprehensive understanding of regulatory case analysis, adjudication, or complaint resolution processes.
• Demonstrated expertise in evaluating structured analytical writing and regulatory determinations.
• Thorough knowledge of documentation standards and audit principles.
• Capacity to interpret and apply regulatory or policy guidance when assessing case accuracy.
• Meticulous attention to detail and consistency in evaluation practices.
• Proven skill in identifying trends and clearly communicating systemic issues.
• Self-directed work ethic suited for an independent remote environment with high accountability.

• Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field.
• Minimum of 4 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree.
• Practical experience operating within formal quality assurance or audit frameworks.
• Hands-on experience working within a CRM or case management system (Salesforce preferred).

N/A

• Must be a U.S citizen.
• Must be able to obtain and maintain Public Trust level clearance.

Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format.

Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.