Job Description
Job DescriptionSummary of Position
The QA/Training Supervisor oversees quality assurance and training operations and leverages data-driven insights to improve call center efficiency and effectiveness. This position also collaborates with leadership on comprehensive training and coaching programs that enhance staff readiness and overall performance outcomes.
Essential Job Requirements
- Establishes and communicates monthly QA monitoring targets
- Manages QA team performance to ensure completion and achievement of established targets for the Income Maintenance mailroom.
- Utilizes trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.
- Researches, develops, and implements new features, technologies, programs and methods to improve QA processes.
- Reviews training surveys and integrate feedback to improve the training program.
- Meets with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.
- Oversees training programs for outreach team, supervisors, leads, and other levels of levels of project staff.
- Ensures all training material updates and improvements are made in a timely manner.
- Develops and improves knowledge testing methods and technologies.
- Regular and timely attendance
- Other duties as assigned
Required Education
- High School diploma or equivalent required
- Bachelor's degree in education, training, or related field preferred
Required Experience
- At least one year of work experience as a trainer in a related field is required.
- Experience coaching, training, and motivating employees.
- Demonstrated interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
- Relevant computer skills such as PowerPoint, Outlook, and Word
- Experience with state programs is preferred.