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This position serves as the first-line professional manager within the complex work area of the Program Support Unit within the Collection Services Bureau (CSB). Primary activities within this unit include the following: centralized quality assurance and training activities related to the overall Collections processes for CSB and the private collections vendor, as well as the processes involved in developing, reviewing, and maintaining website content for CSB. This position will also oversee the training and quality assurance program support unit and participate in identifying, developing and leading training efforts for the bureau, as well as actively lead quality assurance collaboration with CSB leadership teams. The employee in this position is responsible for various supervisory duties including hiring, directing work assignments, setting priorities, training, and performance evaluation. This employee is also responsible for program administration, evaluation, and reporting, developing, and tracking metrics to ensure program quality and productivity, and maintaining adequate internal controls. The employee in this position is a member of the CSB leadership team and as such, participates and/or leads special projects, gives presentations, and conducts meetings on behalf of the Bureau. This employee contributes to the continuous improvement of CSB by making recommendations, formulating long-range plans, and assisting in the development and communication of strategic goals.
