Quality Assurance Trainer

Job Description

Job Title: Lead Quality Performance Trainer

Reports to: Project Director

Position Classification and Wage: Exempt

Wage: $49,500 to $53,000

Office Location: Lincoln, NE

EXPERIENCE EXTREME CUSTOMER SERVICE

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented, well-trained people positioned for tomorrow's jobs. Our innovative approach to delivering services, passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results.

Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

Primary Objectives of Position: The QPT Lead is responsible for the development and implementation of quality plans and for the development and facilitation of the staff training program in collaboration with management. The QPT Lead provides ongoing leadership, coaching and technical expertise to the Career Navigators that are providing integrated workforce planning services to career center customers.

Essential Job Functions:

• Manage and conduct quality reviews; uses statistical sampling, auditing and observation of work in progress to evaluate compliance with policies and procedures and adherence to contract requirements.
• Create and implement plan for regular monitoring. Review client eligibility and expenditure requests. Monitor files, reports and payment requests submitted by staff for compliance with local, state and federal requirements.
• Document staff performance regarding client enrollment and expenditure requests and provide coaching and training as needed in collaboration with Project Director.
• Prepare reports and monitoring documents for dissemination, identify areas for improvement, and effectively communicate findings and work with Project director on implementing improvement strategies.
• Review performance data for trends, provide technical assistance for identified areas of non-compliance/low performance.
• Review operational procedures and processes; provide technical assistance to center staff to improve performance as well as quality, make recommendations and implement recommendations to enhance current procedures and processes to ensure compliance and performance goals are met.
• Draft policy and procedure to document SOPs and create monitoring system to ensure consistent application of SOPs.
• Work with program management to develop and review the project's Quality Plan.
• Work with program management to develop, coordinate and present training programs for all employees. Design and implement effective methods to educate and train staff. Modify training programs as necessary.
• Assess developmental needs quarterly to drive training initiatives.
• Develop, write and coordinate training manuals and other training materials in collaboration with management staff and other subject matter experts.
• Maintain accurate records, including training schedules, attendance and pre/post-test evaluations.
• Provide ongoing staff coaching regarding best practices to improve performance and quality. Provide assistance with policy interpretation and application.
• Review all new local, state and federal guidance and provide feedback on the implications to the Project Director. Review policies for compliance with local, state and federal guidelines and make recommendations and work with Project director on revisions, as necessary.
• Update and maintain document control systems.

• Responsible for all facets of personnel management for assigned staff in collaboration with Project Director, including hiring, development, performance review and evaluation, corrective action, and termination.
• Problem solves difficult situations on behalf of customers and staff utilizing Extreme Customer Service
• Reviews and approves timecards. Reviews and approves requests for PTO and other leave.

• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.

Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications:

Education: Bachelor's Degree from an accredited college or university or equivalent experience.

Experience: Three years of relevant work experience. Requires working knowledge of WIOA, TANF, SNAP E&T, Trade Adjustment Agreement (TAA) and all applicable local Workforce Service programs. Familiarity with applicable federal, state and local laws and regulations required. Experience with state data systems preferred.

Skills/Abilities: Must possess strong data entry skills and be proficient in Microsoft Office products with the ability to use various software programs for correspondence, reports, statistical compilation, analysis and data base access. Ability to clearly and concisely communicate via presentations, in person, written, and oral communications. Must possess the ability to read, understand and interpret Federal, State and local policies and procedures and apply those policies to project operations. Ability to work in a fast-paced, team environment and to work independently with minimal direction. Excellent interpersonal skills and customer-service orientation.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Benefits:

Insurance: Health, Life, Dental and Disability, PTO, Paid Holidays, 401K, Flexible Spending Account, Tuition Assistance

Diversity is at the heart of our business. It is key to our people's passion for serving individuals and communities who seek to build a stronger workforce. We strive to create a work environment that provides all our team members with equal access to information, development and opportunity. Furthermore, our commitment to diversity and inclusion is deeply rooted in the values instilled by our Four Cornerstones and commitment to Extreme Customer Service. We recognize that differences in age, race, gender, nationality, sexual orientation, physical ability, thinking style and background bring richness to our work environments. Such differences help us connect better with the workforce development needs of people we serve in our communities. We believe that attracting, developing and retaining a base of employees that reflects the diversity of our customers is essential to our success.

Salary : $49,500 - $53,000