What are the responsibilities and job description for the Manager, Training and Quality position at United Way of the Midlands?
Organization: United Way of the Midlands
Job Title: Manager, Training and Quality
Department: 211
FLSA Status: Full-time, Exempt
Location: Omaha, NE (on-site)
About United Way of the Midlands:
Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering a diverse, equitable, and inclusive environment where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
UWM’s Mission:
United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.
Guiding Principles:
At United Way of the Midlands, we…
Job Title: Manager, Training and Quality
Department: 211
FLSA Status: Full-time, Exempt
Location: Omaha, NE (on-site)
About United Way of the Midlands:
Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering a diverse, equitable, and inclusive environment where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
UWM’s Mission:
United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.
Guiding Principles:
At United Way of the Midlands, we…
- Build TRUST in everything we do.
- Extend GRACE by thinking beyond ourselves.
- Show GRIT by bringing it everyday.
- Be OPEN to embracing others’ differences.
- Actively ENGAGE by listening and sharing.
- Live CURIOUSLY to learn constantly.
Manager, Training and Quality Summary:
The Manager of Training and Quality is responsible for designing, implementing, and managing training programs and quality assurance processes to ensure employees have the knowledge and skills to meet organizational goals. This role requires collaboration across departments to develop standardized practices, monitor performance, and drive continuous improvement in service delivery and operational excellence.
Responsibilities:
Responsibilities:
- Training Program Development and Implementation:
- Assesses training needs across the organization to design and deliver effective learning programs.
- Creates and maintains a comprehensive training curriculum, including onboarding, technical skills, soft skills, and leadership development.
- Utilizes various training methodologies and platforms (e.g., e-learning, workshops, simulations) to enhance learning outcomes.
- Evaluates the effectiveness of training programs through feedback, assessments, and performance metrics.
- Quality Assurance and Performance Monitoring:
- Develops and oversees quality standards and performance metrics for employees and processes.
- Conducts regular audits (call monitoring), reviews, and assessments to identify gaps and ensure adherence to established quality benchmarks.
- Implements corrective actions and improvement plans in collaboration with relevant teams.
- Monitors customer feedback and other data sources to identify trends and areas for improvement.
- Collaborates with leadership to set and maintain performance benchmarks and KPIs.
- Leads calibration sessions to ensure consistency in quality evaluations.
- Ensures compliance with accreditation standards (e.g., Inform USA/AIRS)
- Reporting and Analysis:
- Prepares and presents reports on training outcomes, quality performance, and key initiatives.
- Uses data-driven insights to recommend and implement strategies for improvement.
- Stays updated on industry trends and best practices in training and quality management.
Supervisory Responsibilities:
- This position has no supervisory responsibilities.
Required Skills and Abilities:
- Proficient in learning management systems (LMS) and quality monitoring tools.
- Possess an analytical mindset with the ability to interpret data and make informed decisions.
- Strong organizational and project management skills.
- Knowledgeable in adult learning principles and quality frameworks.
- Experienced in managing multiple programs simultaneously.
- Excellent interpersonal skills when working with diverse groups.
- Adaptable while consistently maintaining high standards of quality and professionalism.
- Exceptional leadership, organizational, and interpersonal skills.
- Demonstrate a high level of professionalism, confidentiality, and ability to work independently.
- Proficient in call center software, computer hardware, and telephone equipment.
- Flexible in working hours, including availability during emergencies.
- A team-oriented mindset with a commitment to being a caring, supportive, and respectful member of the team.
- Demonstrated ability to work with individuals of diverse backgrounds, perspectives, and experiences.
- A team-oriented mindset with a commitment to being a caring, supportive, and respectful member of the team.
- Demonstrated ability to work with individuals of diverse backgrounds, perspectives, and experiences.
Education and Experience:
- Bachelor's degree (preferred) from a four-year College or University, or 5-7 years of related non-profit experience.
- Preferred five years of training, adult learning or instructional design experience.
- Familiarity with a call center environment, 211 systems, and Inform USA standards is a plus.
- Must be CRS certified as an Information and Referral Specialist or be eligible for certification, and pass the test in 12 months from hire date
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must occasionally lift and/or move up to 10 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Benefits:
- Shared health, dental and vision insurance
- Generous 401(k) Retirement plan
- Paid vacation and sick time
- Employer paid life and disability insurance
- Professional development assistance
- Tuition reimbursement
How to Apply:
Please submit your cover letter and resume to resume@UWMidlands.org.
United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Please submit your cover letter and resume to resume@UWMidlands.org.
United Way of the Midlands is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
