Training/Quality Control Specialist

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.

Requirements

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• BA/BS + 8 years of experience
• ITIL 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 frameworks
• Experience with multiple training approaches: virtual, classroom, online material, and learning content
• Strong 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

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits