Federal Student Aid Quality Assurance Specialist
About The Position
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.
Requirements
- 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.
- 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
- Must be a U.S citizen.
- Must be able to obtain and maintain Public Trust level clearance.
Nice To Haves
- Salesforce preferred
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
