QA​/Training Supervisor

Overview

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.

• 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 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