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Role Description

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.

• 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.

Qualifications

• 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).

Requirements

• 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.

Special Requirements

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

Work Environment

Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment.

Physical Demands

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.