What are the responsibilities and job description for the Quality Assurance / Training / Compliance Coordinator position at Struction Solutions?
About The Program
Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.
Position summary
The QA/Training/Compliance Coordinator supports call monitoring, documentation audits, training records, corrective action, SOP maintenance, and performance trend reporting. This role may be a standalone requisition or embedded within supervisor/APM duties depending final staffing model.
Key responsibilities
Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.
Position summary
The QA/Training/Compliance Coordinator supports call monitoring, documentation audits, training records, corrective action, SOP maintenance, and performance trend reporting. This role may be a standalone requisition or embedded within supervisor/APM duties depending final staffing model.
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 onboarding milestones.
- Support corrective action plans for documentation 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.
- 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 management review, or Government contract support experience.
- Strong attention to detail, written documentation, and ability to identify process gaps.
- Experience with sensitive data, HIPAA/PII, or quality audit processes.
- U.S. work authorization required; U.S. citizenship may be required for Government system access.
- Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
- Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
- Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
- Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.
- Experience with call recordings, contact center QA scorecards, LMS tools, Microsoft Excel/Power BI, SharePoint, Dynamics, Five9, NICE, Genesys, or similar tools.
- Military, veteran, healthcare, or social services program experience.
- Knowledge of MCWIITS, DoD access/security processes, or Service Contract Labor Standards.