About the program
Struction Solutions is a Service-Disabled Veteran-OwnedSmall Business leading a team supporting the U.S. Marine Corps Sergeant MerlinGerman Wounded Warrior Call Center Outreach and Resource Support Services. Thisprogram supports wounded, ill, and injured Marines, Sailors attached orformerly attached to Marine units, veterans, and their family members throughcall center operations, outreach, resource referral, and non-medical casemanagement. Positions are contingent upon contract award and final customerapproval.
Position summary
The QA/Training/Compliance Coordinator supports callmonitoring, documentation audits, training records, corrective action, SOPmaintenance, and performance trend reporting. This role may be a standalonerequisition or embedded within supervisor/APM duties depending final staffingmodel.
Key responsibilities
• Conduct QA reviews of calls, outreach attempts,MCWIITS documentation, and social media engagement records.
• Track training completion, refresher training,HIPAA/Privacy Act training, information security training, and onboardingmilestones.
• Support corrective action plans fordocumentation errors, performance shortfalls, or training gaps.
• Maintain QA sampling schedules, trend logs,coaching notes, and monthly reporting inputs.
• Support SOP updates, lesson learned integration,and audit readiness.
• Coordinate with supervisors, PM/APM, Zeiders,Nine9, and Government stakeholders as directed.
Minimum qualifications
• High school diploma or equivalent required;associate or bachelor's degree preferred.
• At least two years of quality assurance,training coordination, compliance, contact center supervision, case managementreview, or Government contract support experience.
• Strong attention to detail, writtendocumentation, and ability to identify process gaps.
• Experience with sensitive data, HIPAA/PII, orquality audit processes.
• U.S. work authorization required; U.S.citizenship may be required for Government system access.
• Ability to complete background/securityprocessing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA,information security, and program-specific training.
• Strong written documentation skills; allcontacts and actions must be accurately documented in Government systems suchas MCWIITS.
• Commitment to confidentiality, professionalism,mandatory reporting requirements, and respect for Marine Corps culture.
Preferred qualifications
• Experience with call recordings, contact centerQA scorecards, LMS tools, Microsoft Excel/Power BI, SharePoint, Dynamics,Five9, NICE, Genesys, or similar tools.
• Military, veteran, healthcare, or socialservices program experience.
• Knowledge of MCWIITS, DoD access/securityprocesses, or Service Contract Labor Standards.
Location:
- Contractor Facility, Government Facility, Hybrid