Training/Quality Control Specialist

Job Category: Training

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:
CACI is seeking a Trainer/Quality Control Specialist to join our Technology Operations Center (TOC) team on a contract supporting end users at the Cybersecurity Infrastructure Security Agency (CISA), a component of the Department of Homeland Security (DHS). The Trainer/QC Specialist is responsible for coordinating and delivering both in-person and virtual trainings, monitoring service quality, and ensuring adherence to performance standards within the TOC. The ideal candidate will enhance service desk efficiency, improve customer satisfaction, and drive continuous improvement through structured training and quality assurance initiatives.

The primary work location of this position is Arlington, VA (government site) and some telework (hybrid).

Responsibilities:
• Develop and conduct training programs for new and existing service desk staff
• Work directly with team leads to gather requirements, coordinate training design and development meetings with stakeholders pertaining to new processes, procedures, and tools
• Create, update, and maintain all training material including documentation and recordings
• Provide coaching and mentorship to enhance technical skills, customer service, and troubleshooting abilities
• Monitor and track training metrics and evaluation assessment scores, continuously refining trainings based on feedback
• Implement quality assurance programs to evaluate service desk performance and effectiveness
• Monitor ticket quality, customer interactions, and compliance with SLAs/SLOs
• Conduct call reviews, ticket audits, and customer satisfaction analysis to identify training needs
• Provide constructive feedback and action plans to improve individual and team performance
• Work with knowledge management teams to enhance self-service options and internal documentation
• Perform additional duties as assigned


Qualifications:
Required: 

Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferredBA/BS + 8 years of experienceITIL Foundation certification (not required to start but expected to attain in first six months)Experience in an IT service desk, technical support, or training role.Experience in service desk operations, ServiceNow ticketing systems, and ITIL frameworksExperience with multiple training approaches: virtual, classroom, online material, and learning contentStrong training, coaching, and presentation skills.Excellent verbal and written communication skills.Ability to analyze performance metrics and quality control data to drive improvements.Familiar with Camtasia or other similar products to create tutorials and recordings

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$77,200 - $162,200

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.