Remote Ombudsman Jobs in Washington (NOW HIRING)

Kaiva Tech, LLC is seeking a Federal Student Aid Quality Assurance Specialist

Reports To: Program Manager

Location: Remote

Schedule: Monday – Friday

Hours: Full-time, 40-hours/week

Series/Functional Area: Program Analysis / Quality Management

Classification: Non-IT, Non-Software QA

FLSA Status: Hourly, Nonexempt

Clearance: Public Trust

Position Summary:

The Federal Student Aid 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.

This position does not perform software testing, application validation, system certification, or IT quality assurance activities.

Essential Duties and Responsibilities:

• Complete and maintain required FSA Configuration Management (CM) and Root Cause Analysis (RCA) training
• Apply FSA-provided quality scorecards and evaluation tools to assess program operations, casework, and process execution
• Participate in quality calibration sessions to ensure consistency and alignment with FSA standards and evaluation criteria
• Prepare and deliver monthly quality assurance summaries, including trends, findings, and performance observations
• Analyze program and process performance data to identify systemic issues, inefficiencies, and compliance risks
• Conduct trend analysis, root cause analysis, and performance analysis to determine contributing factors affecting outcomes
• Develop evidence-based corrective and preventive action recommendations
• Track quality findings and support follow-up actions to improve consistency and effectiveness
• Partner with program leadership and stakeholders to improve operational efficiency, quality, and standardization
• Support continuous improvement initiatives through structured analysis, documentation, and reporting
• 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.
• Other duties as assigned.

Knowledge and Critical Skills:

• Comprehensive understanding of Title IV/FSA regulatory case analysis, adjudication, or complaint resolution processes.
• Capacity to interpret and apply standardized evaluation tools and score cards to determine compliance with regulatory and policy guidance when assessing case accuracy.
• Thorough knowledge of documentation standards, audit principles and root cause analysis for regulatory determinations.
• Meticulous attention to detail applying data analytics, interpretation and synthesis of performance information
• Proven skill in identifying and documenting trends and preparing clear, concise analytical reports and summaries.
• Self-directed work ethic suited for an independent remote environment with high accountability.

Education & Work Experience:

• Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field.
• Minimum of 4 years of progressive professional experience in Title IV/FSA 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).
• Previous Public Trust or higher-level federal background clearance

Certifications, Licenses:

N/A

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. 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.

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. 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.