Karen Pollock Email & Phone Number

Grove City, Pennsylvania, United States

Slippery Rock, Pennsylvania

Slippery Rock, Pennsylvania

Slippery Rock, Pa

Current SSBI AdjudicationNBIB ContractReview trainer conducting New Reviewer Training (NRT) and on the job training (OJT) for new Reviewers. Develop curriculum to ensure new Reviewers have exposure to all facets of their job. Develop training materials and conduct presentations for OJT, continuing education courses and refresher courses. Conduct training sessions for Contract Reviewers and Field Investigators detailed to Review. Create materials and conduct virtual training for Reviewers and Field Investigators through AdobeConnect and Skype. Update current work instructions and create PowerPoint learning tools.Oversee post audit process. Lead and coordinate a team of post auditors and ensure all post audit is conducted according to current work instructions. Gather all feedback and translate into an easy to read assessment of each Reviewer’s progress. Assess each new Reviewer’s progress to determine their readiness to move off post audit.Team mentor, providing guidance and one-on-one training to Review teammates on case coverage, issue resolution, handbook reporting requirements and responding to all questions and requests for assistance to ensure team quality.Debate auditor, reviewing all customer debates for the team, providing feedback and improving quality of interaction between KeyPoint and the customer as well as improving the outcome of deficient debates.Subject matter expert on background investigation case requirements to include Tier and Legacy case types. Comprehensive review of extensive investigation paperwork and reports, schedule investigative components according to National Background Investigations Bureau (NBIB) and national security regulations.

Grove City, Pa

OPM ContractActing Quality Assurance Officer - National Quality Team 6/14-8/14Senior Reviewer - Customer Response Team 9/13-8/14Senior Reviewer - Priority Case Team 4/13-9/13Senior Reviewer - Team Mentor 9/12-4/13Senior Reviewer - Case review 7/06-8/14Acting Quality Assurance Officer providing analysis of quality guidance from the Customer and extending that analysis in an approachable format to both Field and Review Team Leaders. Research quality trends and feedback data to determine what training and guidance each specific region is in need of. Perform quality calls and communicate extensively with Team Leaders and Field Training Officers providing individualized assistance for training issues within each team. Act as a liaison between OPM and USIS ISD. Ensure that all customer updates and changes are analyzed and then communicated accurately and to the Field and Review. Member of Customer Response Team as a Senior Reviewer, analyzing OPM Quality Reopens and OPM Quick Fixes and providing one-on-one assistance to the field investigators to ensure timeliness and accuracy on all case types. Provide immediate customer service for all Customer concerns and quality issues. Author concise and effective debates to the Customer to strengthen overall quality scores of the company. Compose feedback to Reviewers with a focus on providing relevant information that can be used as a learning tool. Member of Priority Team as a Senior Reviewer, completing high visibility case review under strict deadlines with high quality. In-depth knowledge of all Background Investigation and Hybrid case requirements with a focus on Reimbursable Suitability Investigations and Single Scope Background Investigations case types. Experienced in training, mentoring and performing post audit on new employees, provide feedback and development. Conducted intensive post-audit and worked directly with Team Leaders to provide individualized training and coaching for struggling employees.

Bfa, Art

Drawing, Painting, Printmaking, Glassblowing, Illustration

High School