Kaiva Tech

Role Description We are seeking a highly skilled Microsoft Power Platform Developer to support the enhancement and optimization of digital tools and platforms used in procurement operations. The ideal candidate will have a strong background in Microsoft PowerApps, Power Automate, Power BI, and SharePoint, with demonstrated experience building solutions that streamline and automate business workflows. Prior experience supporting Federal Civilian Agencies and knowledge of federal contracting and acquisition processes is preferred. - Identify opportunities to streamline and automate procurement workflows using Microsoft PowerApps, Power Automate, and Power BI. - Design, develop, and maintain custom PowerApps applications to support procurement tracking, reporting, and document management. - Enhance existing SharePoint-based procurement tools and repositories to improve usability, accessibility, and system integration. - Collaborate with program offices, Contracting Officer Representatives (CORs), and IT stakeholders to gather requirements, test solutions, and implement enhancements aligned with procurement objectives. - Provide technical support, documentation, and end-user training for newly developed or enhanced digital tools. - Develop and support data visualizations and dashboards to enable procurement performance monitoring and decision-making. - Ensure all solutions comply with federal security, accessibility, and records management policies. Qualifications - 5+ years of professional experience in software development, IT solutions, or digital platform support. - Proven experience with Microsoft Power Platform (PowerApps, Power Automate, Power BI) and SharePoint development. - Strong knowledge of data modeling, workflow automation, and dashboard creation. - Excellent communication skills and ability to work with both technical and non-technical stakeholders. Requirements - Previous experience supporting Federal Civilian Agencies. - Knowledge of federal contract management, acquisitions, and procurement operations. - Familiarity with agile development practices and collaborative solution delivery. Benefits - Microsoft Certified: Power Platform App Maker Associate (Preferred) - Microsoft Certified: Power Platform Functional Consultant Associate (Preferred) - Microsoft Certified: Power Platform Developer Associate (Preferred) - Microsoft 365 Certified: Developer Associate (Preferred)

Kaiva Tech, LLC is seeking a Federal Student Aid Regulatory Case Analyst Reports To: Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: The Federal Student Aid Regulatory Case Analyst supports the Department of Education, Federal Student Aid (FSA) Ombudsman by reviewing, analyzing, and resolving complex consumer financial and regulatory cases in accordance with applicable federal statutes (Title IV), regulations, and established program guidance. This role performs comprehensive case reviews, gathers and evaluates documentation from multiple sources, applies statutory and regulatory criteria, and prepares structured written determinations for both internal and government review. This position is accountable for maintaining high standards of accuracy, documentation integrity, and productivity within a performance-based contract environment. Essential Duties and Responsibilities: - Assess assigned cases to determine jurisdiction, scope, and appropriate course of action. - Perform detailed document reviews and comprehensive fact gathering from internal and external sources. - Evaluate cases in accordance with applicable federal statutes, regulations, and internal policies, including financial assistance or consumer protection frameworks as applicable. - Develop structured written analyses utilizing the Issue–Rule–Analysis–Conclusion (IRAC) methodology or a comparable analytical framework. - Prepare professional correspondence and resolution summaries for internal and government review. - Record all actions, findings, and outcomes in case management/CRM systems in accordance with documentation standards. - Maintain accuracy, completeness, and compliance with established quality assurance standards and performance metrics. - Manage assigned caseload to achieve defined productivity targets and service level requirements in a performance-based environment. - Engage in quality reviews, calibration sessions, training activities, and continuous improvement initiatives. - Submit Monthly Status Reports on a regular basis, as required. - Complete required compliance training as assigned. - Other duties as assigned. Knowledge and Critical Skills: - Capable of applying advanced analytical and critical thinking to complex regulatory scenarios. - Demonstrated expertise in structured professional writing and preparation of formal case determinations. - Proven capacity to manage multiple cases concurrently while maintaining accuracy and meeting productivity expectations. - Meticulous attention to detail and disciplined documentation practices. - Proficiency in Microsoft Office Suite applications. - Self-directed work style suited for an independent remote environment with high accountability and performance expectations. Education & Work Experience: - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 4 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree. - Extensive experience reviewing, interpreting, and synthesizing complex documentation and case records. - Practical experience operating within a CRM or case management system (Salesforce preferred). Certifications, Licenses: N/A Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

Kaiva Tech, LLC is seeking a Federal Student Aid Quality Assurance Specialist Reports To: Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: 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. Essential Duties and Responsibilities: - Conduct structured quality reviews of completed regulatory case files using established scorecards and evaluation criteria. - Evaluate case determinations for accuracy, regulatory compliance, documentation completeness, and analytical integrity. - Identify material defects, documentation gaps, or inconsistencies in case analysis and resolution. - Provide clear, constructive written and verbal feedback to case analysts and supervisors. - Track and report quality trends, recurring deficiencies, and identified training needs. - Participate in calibration sessions to ensure consistency in quality scoring and interpretation of standards. - Support development and refinement of quality checklists, templates, and internal guidance materials. - Assist in root cause analysis for quality failures and recommend corrective actions. - Collaborate with supervisory staff to support analyst coaching and performance improvement initiatives. - Contribute to monthly quality reporting and performance analysis. - 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. - Complete required compliance training as assigned. - Other duties as assigned. Knowledge and Critical Skills: - Comprehensive understanding of regulatory case analysis, adjudication, or complaint resolution processes. - Demonstrated expertise in evaluating structured analytical writing and regulatory determinations. - Thorough knowledge of documentation standards and audit principles. - Capacity to interpret and apply regulatory or policy guidance when assessing case accuracy. - Meticulous attention to detail and consistency in evaluation practices. - Proven skill in identifying trends and clearly communicating systemic issues. - Self-directed work ethic suited for an independent remote environment with high accountability. Education & Work Experience: - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 4 years of progressive professional experience in 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). Certifications, Licenses: N/A Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Program Manager Reports To: Kaiva Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust (Secret Preferred) Position Summary: The Federal Student Aid Case Management Program Manager provides overall leadership, management, and operational oversight for the Department of Education Federal Student Aid (FSA) Ombudsman case management support program. This role is responsible for ensuring the effective and compliant adjudication of complex regulatory and consumer financial cases related to Title IV federal student aid programs. The Federal Student Aid Case Management Program Manager directs day-to-day program execution and ensures contractor performance aligns with contractual requirements, federal regulations, and established quality standards. This position oversees case management operations, reporting, quality assurance processes, workforce performance, and stakeholder communication to ensure timely, accurate, and well-documented case resolution outcomes. Working closely with government stakeholders, including the Contracting Officer's Representative (COR), the Program Manager ensures program deliverables, performance metrics, and service level objectives are consistently achieved within a performance-based contract environment. Essential Duties and Responsibilities: - Provide overall program management and operational oversight for the case management support program. - Lead and supervise a team of regulatory case analysts and support personnel. - Ensure cases are reviewed and resolved in accordance with federal statutes, regulations, and program guidance including Title IV. - Monitor program performance metrics including case throughput, timeliness, accuracy, and quality assurance outcomes. - Implement and manage quality assurance and quality control processes. - Oversee case workflow management, resource allocation, and workload distribution. - Develop and deliver program reporting including performance metrics and case status summaries. - Maintain communication with the Contracting Officer's Representative (COR) and stakeholders. - Lead internal meetings, case calibration sessions, and training initiatives. - Ensure proper documentation within case management or CRM systems. - Coordinate onboarding, training, and professional development of staff. - Identify operational risks and implement continuous improvement initiatives. - Ensure compliance with contractual, security, and reporting requirements. - Other duties as assigned. Knowledge and Critical Skills: - Understanding of regulatory case management and compliance review processes. - Experience leading teams responsible for case analysis or adjudication. - Strong organizational and leadership skills. - Ability to interpret and apply federal statutes and regulations. - Strong written and verbal communication skills. - Experience implementing quality assurance processes. - Ability to analyze operational performance data. - Proficiency with Microsoft Office Suite and CRM systems (Salesforce preferred). Education & Work Experience: - Bachelor's degree in Business Administration, Public Administration, Legal Studies, Finance, or a related field - Minimum of 8 years of progressive professional experience in program management, regulatory case management, compliance operations, or a related analytical field. - Minimum of 3 years managing teams or operational programs supporting federal agencies. - Experience managing performance-based service delivery environments preferred. - Experience with CRM or case management platforms (Salesforce preferred). Certifications, Licenses: - Project Management Professional (PMP) or equivalent certification preferred. Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

Kaiva Tech, LLC is seeking a Federal Student Aid Case Management Lead Reports To: Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: The Federal Student Aid Case Management Lead supports Department of Education, Federal Student Aid (FSA) Ombudsman by overseeing a team of Regulatory Case Analysts responsible for reviewing, analyzing, and resolving complex consumer financial and regulatory cases. This role provides day-to-day operational leadership, ensures adherence to quality and service level standards, and drives analyst performance within a structured, performance-based contract environment. The Federal Student Aid Case Management Lead monitors production throughput, coaches staff, manages escalations, and collaborates closely with Quality Assurance personnel to maintain contractual accuracy standards. Essential Duties and Responsibilities: - Provide daily supervision and operational oversight of assigned Regulatory Case Analysts. - Monitor individual and team caseloads to ensure productivity and service level requirements are consistently achieved. - Review complex or escalated cases and provide authoritative guidance on regulatory interpretation and case resolution. - Support analysts in the accurate application of federal statutes, regulations, and internal policies to case determinations. - Ensure adherence to documentation standards and structured analytical writing expectations. - Partner with Quality Assurance staff to address quality findings and implement corrective or preventive actions. - Conduct regular performance check-ins and deliver constructive coaching and feedback. - Identify performance trends, workflow inefficiencies, or training gaps and escalate issues as appropriate. - Assist with onboarding, mentoring, and developing new analysts during training and ramp-up periods. - Contribute to the development and refinement of internal processes, job aids, and procedural documentation. - Submit Monthly Status Reports on a regular basis, as required. - Complete required compliance training as assigned. - Other duties as assigned. Knowledge and Critical Skills: - Comprehensive understanding of regulatory case management, adjudication, and consumer complaint resolution frameworks. - Demonstrated expertise in interpreting and applying regulatory or policy guidance to complex factual scenarios. - Proven leadership capability with experience supervising, mentoring, or developing professional staff. - Advanced analytical writing proficiency and the ability to evaluate structured case determinations for accuracy and completeness. - Capacity to identify operational risks and implement corrective actions proactively. - Exceptional written and verbal communication skills across multiple stakeholder levels. - Meticulous attention to detail and unwavering commitment to documentation integrity. - Proficiency in Microsoft Office Suite applications. Education & Work Experience: - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 5 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree. - Experience managing productivity metrics and performance standards in deadline-driven environments. - Hands-on experience working within a CRM or case management system (Salesforce preferred). Certifications, Licenses: N/A Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

Kaiva Tech, LLC is seeking a IT Procurement/Acquisitions Specialist Department: Operations - Services Location: Remote (United States-based, DMV preferred) Schedule: Monday – Friday, Full-time, 40 hours per week FLSA Status: Exempt Clearance: Moderate Risk Public Trust Clearance required Position Summary: The IT Procurement/Acquisitions Specialist will serve as a reporting specialist, producing acquisition-related reports and ensuring compliance with agency requirements. The business specialist may also provide support in developing procurement documentation and providing support for acquisition plans. Essential Duties and Responsibilities: - Prepare acquisition reports for leadership and compliance purposes. - Conduct quality reviews of reports for data accuracy. - Support recurring data calls including SCA compliance and procurement planning. - Develop SOPs for recurring and Ad Hoc reporting processes. - Manage an information repository for procurement documentation. - Assist in developing procurement plans Knowledge and Critical Skills: - Strong data analysis and reporting skills. - Experience with acquisition data systems and compliance reporting, preferably in IT environments. - Ability to prepare procurement documents (SOWs, PWSs, IGCEs, etc.) - Previous knowledge of COR and Stakeholder communication. Education & Work Experience: - Bachelor's degree in Business, Finance, or related field; 4–6 years of reporting and compliance support experience. - Previous experience in a federal civilian agency procurement or acquisitions office. Certifications, Licenses: - Project management certification preferred - DAWIA certification preferred but not required Special Requirements: - Must meet Contractor Security Vetting Requirements and maintain active clearance throughout performance. Work Environment: - Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Occasional on-site work at federal facilities may be required. Physical Demands: - Employee must be able to work on a computer for extended periods of time, attend virtual meetings, and produce written documentation. Must be able to lift up to 20 pounds occasionally.

Kaiva Tech, LLC is seeking a Program Manager (Case Management) Reports To: Kaiva Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust (Secret Preferred) Position Summary: The Program Manager (Case Management) provides overall leadership, management, and operational oversight for the Department of Education Federal Student Aid (FSA) Ombudsman case management support program. This role is responsible for ensuring the effective and compliant adjudication of complex regulatory and consumer financial cases related to Title IV federal student aid programs. The Program Manager directs day-to-day program execution and ensures contractor performance aligns with contractual requirements, federal regulations, and established quality standards. This position oversees case management operations, reporting, quality assurance processes, workforce performance, and stakeholder communication to ensure timely, accurate, and well-documented case resolution outcomes. Working closely with government stakeholders, including the Contracting Officer's Representative (COR), the Program Manager ensures program deliverables, performance metrics, and service level objectives are consistently achieved within a performance-based contract environment. Essential Duties and Responsibilities: - Provide overall program management and operational oversight for the case management support program. - Lead and supervise a team of regulatory case analysts and support personnel. - Ensure cases are reviewed and resolved in accordance with federal statutes, regulations, and program guidance including Title IV. - Monitor program performance metrics including case throughput, timeliness, accuracy, and quality assurance outcomes. - Implement and manage quality assurance and quality control processes. - Oversee case workflow management, resource allocation, and workload distribution. - Develop and deliver program reporting including performance metrics and case status summaries. - Maintain communication with the Contracting Officer's Representative (COR) and stakeholders. - Lead internal meetings, case calibration sessions, and training initiatives. - Ensure proper documentation within case management or CRM systems. - Coordinate onboarding, training, and professional development of staff. - Identify operational risks and implement continuous improvement initiatives. - Ensure compliance with contractual, security, and reporting requirements. - Other duties as assigned. Knowledge and Critical Skills: - Understanding of regulatory case management and compliance review processes. - Experience leading teams responsible for case analysis or adjudication. - Strong organizational and leadership skills. - Ability to interpret and apply federal statutes and regulations. - Strong written and verbal communication skills. - Experience implementing quality assurance processes. - Ability to analyze operational performance data. - Proficiency with Microsoft Office Suite and CRM systems (Salesforce preferred). Education & Work Experience: - Bachelor's degree in Business Administration, Public Administration, Legal Studies, Finance, or a related field - Minimum of 8 years of progressive professional experience in program management, regulatory case management, compliance operations, or a related analytical field. - Minimum of 3 years managing teams or operational programs supporting federal agencies. - Experience managing performance-based service delivery environments preferred. - Experience with CRM or case management platforms (Salesforce preferred). Certifications, Licenses: - Project Management Professional (PMP) or equivalent certification preferred. Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

Kaiva Tech, LLC is seeking a Regulatory Case Analyst Reports To: Program Manager Location: Remote Schedule: Monday – Friday Hours: Full-time, 40-hours/week FLSA Status: Hourly, Nonexempt Clearance: Public Trust Position Summary: The Regulatory Case Analyst supports the Department of Education, Federal Student Aid (FSA) Ombudsman by reviewing, analyzing, and resolving complex consumer financial and regulatory cases in accordance with applicable federal statutes (Title IV), regulations, and established program guidance. This role performs comprehensive case reviews, gathers and evaluates documentation from multiple sources, applies statutory and regulatory criteria, and prepares structured written determinations for both internal and government review. This position is accountable for maintaining high standards of accuracy, documentation integrity, and productivity within a performance-based contract environment. Essential Duties and Responsibilities: - Assess assigned cases to determine jurisdiction, scope, and appropriate course of action. - Perform detailed document reviews and comprehensive fact gathering from internal and external sources. - Evaluate cases in accordance with applicable federal statutes, regulations, and internal policies, including financial assistance or consumer protection frameworks as applicable. - Develop structured written analyses utilizing the Issue–Rule–Analysis–Conclusion (IRAC) methodology or a comparable analytical framework. - Prepare professional correspondence and resolution summaries for internal and government review. - Record all actions, findings, and outcomes in case management/CRM systems in accordance with documentation standards. - Maintain accuracy, completeness, and compliance with established quality assurance standards and performance metrics. - Manage assigned caseload to achieve defined productivity targets and service level requirements in a performance-based environment. - Engage in quality reviews, calibration sessions, training activities, and continuous improvement initiatives. - Submit Monthly Status Reports on a regular basis, as required. - Complete required compliance training as assigned. - Other duties as assigned. Knowledge and Critical Skills: - Capable of applying advanced analytical and critical thinking to complex regulatory scenarios. - Demonstrated expertise in structured professional writing and preparation of formal case determinations. - Proven capacity to manage multiple cases concurrently while maintaining accuracy and meeting productivity expectations. - Meticulous attention to detail and disciplined documentation practices. - Proficiency in Microsoft Office Suite applications. - Self-directed work style suited for an independent remote environment with high accountability and performance expectations. Education & Work Experience: - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 4 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree. - Extensive experience reviewing, interpreting, and synthesizing complex documentation and case records. - Practical experience operating within a CRM or case management system (Salesforce preferred). Certifications, Licenses: N/A Special Requirements: - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment: Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands: To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Case Management Team Lead supports Department of Education, Federal Student Aid (FSA) Ombudsman by overseeing a team of Regulatory Case Analysts responsible for reviewing, analyzing, and resolving complex consumer financial and regulatory cases. This role provides day-to-day operational leadership, ensures adherence to quality and service level standards, and drives analyst performance within a structured, performance-based contract environment. - Provide daily supervision and operational oversight of assigned Regulatory Case Analysts. - Monitor individual and team caseloads to ensure productivity and service level requirements are consistently achieved. - Review complex or escalated cases and provide authoritative guidance on regulatory interpretation and case resolution. - Support analysts in the accurate application of federal statutes, regulations, and internal policies to case determinations. - Ensure adherence to documentation standards and structured analytical writing expectations. - Partner with Quality Assurance staff to address quality findings and implement corrective or preventive actions. - Conduct regular performance check-ins and deliver constructive coaching and feedback. - Identify performance trends, workflow inefficiencies, or training gaps and escalate issues as appropriate. - Assist with onboarding, mentoring, and developing new analysts during training and ramp-up periods. - Contribute to the development and refinement of internal processes, job aids, and procedural documentation. - Submit Monthly Status Reports on a regular basis, as required. - Complete required compliance training as assigned. - Other duties as assigned. Qualifications - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 5 years of progressive professional experience in regulatory case management, quality assurance, compliance review, or a closely related analytical field in lieu of a degree. - Experience managing productivity metrics and performance standards in deadline-driven environments. - Hands-on experience working within a CRM or case management system (Salesforce preferred). Requirements - Comprehensive understanding of regulatory case management, adjudication, and consumer complaint resolution frameworks. - Demonstrated expertise in interpreting and applying regulatory or policy guidance to complex factual scenarios. - Proven leadership capability with experience supervising, mentoring, or developing professional staff. - Advanced analytical writing proficiency and the ability to evaluate structured case determinations for accuracy and completeness. - Capacity to identify operational risks and implement corrective actions proactively. - Exceptional written and verbal communication skills across multiple stakeholder levels. - Meticulous attention to detail and unwavering commitment to documentation integrity. - Proficiency in Microsoft Office Suite applications. Special Requirements - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis. Physical Demands To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The 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. - Conduct structured quality reviews of completed regulatory case files using established scorecards and evaluation criteria. - Evaluate case determinations for accuracy, regulatory compliance, documentation completeness, and analytical integrity. - Identify material defects, documentation gaps, or inconsistencies in case analysis and resolution. - Provide clear, constructive written and verbal feedback to case analysts and supervisors. - Track and report quality trends, recurring deficiencies, and identified training needs. - Participate in calibration sessions to ensure consistency in quality scoring and interpretation of standards. - Support development and refinement of quality checklists, templates, and internal guidance materials. - Assist in root cause analysis for quality failures and recommend corrective actions. - Collaborate with supervisory staff to support analyst coaching and performance improvement initiatives. - Contribute to monthly quality reporting and performance analysis. - 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. - Complete required compliance training as assigned. - Other duties as assigned. Qualifications - Bachelor's degree in Business, Public Administration, Legal Studies, Finance or related field. - Minimum of 4 years of progressive professional experience in 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). Requirements - Comprehensive understanding of regulatory case analysis, adjudication, or complaint resolution processes. - Demonstrated expertise in evaluating structured analytical writing and regulatory determinations. - Thorough knowledge of documentation standards and audit principles. - Capacity to interpret and apply regulatory or policy guidance when assessing case accuracy. - Meticulous attention to detail and consistency in evaluation practices. - Proven skill in identifying trends and clearly communicating systemic issues. - Self-directed work ethic suited for an independent remote environment with high accountability. Special Requirements - Must be a U.S citizen. - Must be able to obtain and maintain Public Trust level clearance. Work Environment Employee will primarily work remotely in a professional home office environment with standard computer and communications equipment. Physical Demands To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting.