Quality Assurance Lead and Trainer

Continent Upon Contract Award

The Freedom of Information Act (FOIA) Quality Assurance Lead and Trainer owns the team's internal quality program and training system. This role translates the United States Citizen and Immigration Services (USCIS) guidance and Government feedback into consistent review standards, documented procedures, targeted coaching, and measurable corrective actions that protect sensitive information and support the 95 percent Acceptable Quality Level (AQL).

Essential Duties and Responsibilities

• Design, implement, and maintain the Quality Control Plan, internal review methodology, sampling or risk-based review approach, escalation criteria, and quality records.
• Establish review checklists aligned with the USCIS FOIA/Privacy Act (PA) Processing Guide, applicable exemptions, Privacy Act requirements, final action letters, and the Statement of Work (SOW) Error Assessment Guide.
• Analyze Government rejections and Type 1 and Type 2 errors; identify root causes, patterns, high-risk processors, and training priorities.
• Lead quality calibration sessions and ensure reviewers and supervisors apply standards consistently.
• Develop Standard Operating Procedures (SOPs), job aids, training materials, knowledge checks, refresher training, and proficiency criteria.
• Participate in the Government's two-week training and operate the contractor's train-the-trainer program for later hires and employees unavailable for initial training.
• Recommend corrective and preventive actions and verify their effectiveness through follow-up review and performance monitoring.
• Support investigation and escalation of potential Personally Identifiable Information (PII) releases, consent errors, incorrect-record processing, National Security Information, or other significant events.
• Provide monthly quality metrics, trends, accomplishments, problems, corrective actions, and recommendations for contract reporting.
• Maintain controlled versions of SOPs and submit required updates to the Contracting Officer's Representative (COR) for review.

Minimum Qualifications

• Bachelor's degree in legal studies, public administration, information management, quality management, training, or a related field; equivalent experience may be considered.
• At least six years of FOIA, Privacy Act, records review, legal document review, quality assurance, or comparable regulated case-processing experience.
• At least three years designing or leading quality control, audit, training, or continuous-improvement activities.
• Advanced knowledge of redaction, disclosure exemptions, consent, PII protection, corrective-action methods, and adult-learning practices.
• Strong analytical, facilitation, writing, and documentation skills.

Preferred Qualifications

• Direct USCIS, Department of Homeland Security (DHS), immigration-records, or FOIA Immigration Records SysTem (FIRST) experience.
• Quality or process-improvement credential such as American Society for Quality (ASQ), Lean Six Sigma, or equivalent.
• Experience developing SOPs and accessible training materials for federal programs.

Performance Expectations

• Contractor quality at or above the 95 percent AQL.
• Reduction in recurring and significant errors.
• Timely completion of training, SOPs, corrective actions, and quality reporting.
• Consistent reviewer calibration and documented processor proficiency.

Common Conditions of Employment

• Must be a United States citizen.
• Must successfully complete USCIS suitability and Entry on Duty requirements and maintain required access throughout employment.
• Must sign required criminal-history, nondisclosure, privacy, and acceptable-use acknowledgments and complete all required training.
• Must safeguard sensitive, personally identifiable, law-enforcement, procurement-sensitive, and Government information and use only authorized equipment and systems.
• Must be able to read, write, speak, and understand English and work during approved hours that support National Records Center operations.
• Must comply with SoftDev, DHS, and USCIS conduct, security, privacy, records, equipment, and accessibility requirements.