Program Specialist

RPStaffing is conducting an immediate search for a fully remote Program Specialist with a major healthcare nonprofit based in Washington, D.C.

Candidates must be currently living in the DC metro area

Title

Program Quality Assurance Specialist

Search Status

Temporary Contract

Timeframe

December 2025 to March 2026 with the possibility of extension

Remote Status

Fully Remote

Hours

Full Time, 35 hours per week

JOB DESCRIPTION :

The Program Quality Specialist is responsible for improving the quality of services to test examinees, collaborating with security, accommodations, the call center, and others. They will review and respond to examinees' concerns about their test day experiences, records, and administrators' reports about problems on test day to resolve test center / test session concerns. They will analyze data associated with this work to identify patterns and propose changes that improve policies and procedures. They will take action to address issues that routinely arise in areas of assigned responsibility but may receive guidance or expertise from higher-level staff on more complex problems.

Testing

Investigate and resolve testing concerns reported by examinees :

• Review and synthesize information from multiple sources – including, case problem reports generated from vendors, site performance data, session recordings, chat logs, and follow-up reports from vendors – to determine disposition of testing concerns
• Request and analyze reports, videos, and other relevant information as needed from vendors to conduct testing concern research
• Uphold the established Test Center / Session Concern policies when issuing post-void offers or denying post-void requests, and partnering with Manager, Testing Experience & Communications on novel cases to ensure consistency, document decisions and rationales
• Assess and disseminate performance from post-exam survey data, and evaluate available logs to properly address examinee concerns
• Monitor outstanding investigation items to ensure testing concerns are resolved, or scores are placed on hold prior to score release.

Vendor Performance

Evaluate and report on vendor performance related to test delivery :

Customer Satisfaction

Review post-exam surveys for testing experience issues :

Equal Opportunity / Affirmative Action Employer. Employer is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. Employer will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic.

This description was prepared by RPStaffing and is subject to change. This has been designed to indicate the general nature and level of work performed by employees within this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This job may be modified at any time by adding or removing duties. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.