Golden Key Group

Quality Assurance Lead

Human Resources
Full Time
Obtain Public Trust

About GKG

With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands.  We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.


Golden Key Group's talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise.  We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.


GKG is seeking a Quality Assurance Lead to join our team in Landover, MD.


The incumbent in this position serves as an expert to advise multiple HR service delivery teams as to the best means for supporting customer needs. Responsible for providing program guidance and functional direction over various personnel, payroll, and benefits functions. Provide expert technical assistance on HR automated information systems. Responsible for analyzing and resolving complex problems encountered by teams within the program to determine a standard way ahead. Provide leadership and mentor teams of people providing Federal Human Resource support.


Other responsibilities include:

  • Provide leadership of processes for the continuous improvement of the customer experience with an emphasis on customer care, quality management, workforce planning, recruiting, coaching, and training.
  • Coordinate across multiple operations/teams to add and support reporting insight (including best practices for KPI/SLA/OLA) and other needs.
  • Oversee the implementation of continuous improvement with the end goal of removing manual processing or increasing quality control allowing the entire operation team to focus on other activities that drive value to customer.
  • Resolve complex problems encountered or referred from other employees or customers, analyzing the situation, and providing an SOP for cases in the future.
  • Conduct audit response activities from Tower and external audits.
  • Other duties as assigned.


  • 8+ years of Federal HR generalist experience, including 5+ years of hands-on experience with Federal HR Systems such as NFC or other Federal equivalent and HRConnect or other Federal equivalent
  • Must have a deep understanding of core HR processes, including PAR, Payroll, and Benefits processes within the Federal HR space
  • Must have a deep knowledge of and expertise in Federal HR policies and rules and regulations, such as OPM standards and GPPA, and the ability to interpret and apply policies appropriately
  • Establishes and maintains positive working relationships with others, both internally and externally, to achieve the goals of the organization
  • Works cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
  • Must anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters


Must provide proof of COVID-19 vaccination status or obtain an approved accommodation request (as required by law) within 30 days of employment.

Desired Qualifications

  • Shared Services experience


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