Training and QA Manager
Summary
Training and QA Manager develops and delivers employee training programs and conducts quality assurance reviews for a Tennessee child support services office, using the KAECSES statewide computer system to support onboarding, SOPs, and process improvement.
Veritas-HHS seeks a Training and QA Manager to work at the 6th Judicial District Child Support Services of TN office located in Knoxville, TN.
Job type: Full-time/In-person
Schedule: Monday through Friday, 8am to 5pm
Pay rate: $18.00/hr, more with experience
About the Company
Veritas-HHS provides consulting and operational expertise to health and human services agencies at the state and county levels. We bring together experienced and sophisticated subject matter experts to help solve the many challenges of providing better and more efficient services in a time of rapidly evolving policies and delivery systems.
Our Company Culture is driven by our mission and core values. Placing our people at the forefront of everything we do is the backbone to our success and why people really enjoy working for Veritas-HHS. Here’s our Mission and Core Values.
Mission – Do socially useful work, have fun, and prosper
Core Values - integrity, innovation and creativity, quality of work, and customer service/teamwork.
Benefits we offer:
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k)
- STD, LTD
- Life Insurance
- Employee Assistance Program
- Paid Time Off
- Volunteer Time Off
- On Demand Pay
- Rewards Program
About the Position
Under the direction of the Program Manager, the Training & QA Manager leads the training and quality assurance program, develops training materials, performs periodic quality reviews, and provides input on office performance data, operational effectiveness and process improvement opportunities.
Primary Responsibilities
• Develops new employee training program to include new employee onboarding and orientation, Child Support 101, Customer Service and Introduction to KAECSES (State-Wide Computer System)
• Develops and maintains a training plan for ongoing and refresher training such as Team Building, Sexual Harassment, Critical Thinking, Customer Service and Collections and Negotiations
• Maintains training calendar, schedules and notifies participants and their supervisors, and coordinates all training session activities
• Delivers group training and remedial training at the management’s team request
• Develops and revises training modules and handouts
• Works with supervisors and staff to develop desk guides
• Monitors and evaluates training program’s effectiveness, including following up with participants and their supervisors to ensure learning objectives are met
• Identifies and assesses current and future training needs using annual performance appraisals and quality assurance results in consultation with the management team
• Assists as a member of the management team with developing and revising Standard Operating Procedures
• Oversees the office response to State Self-Assessment Reports and customer complaints
• Conducts targeted QA reviews based on management priorities
• Prepares and provides training reports to the management team