Tag QA & Training Manager - COUNTY TREASURER

Sedgwick County • Wichita, KS

8d

About The Position

Assists administration in the coordination and documentation of work performance produced by the Sedgwick County Treasurer’s Office, with a specialized focus on training, quality assurance, and staff development.

Training, Development, and Performance Management

Lead new hire onboarding and structured training for all Tag Office roles.
Provide ongoing training refreshers and skill-building sessions for existing staff, including quarterly circuit trainings.
Oversee call center training to ensure staff provide accurate, consistent information and follow approved processes.
Maintain training schedules, checklists, and competency assessments for every role.
Maintain, update, and standardize all Tag Office processes, procedures, scripts, and training materials.
Create and uphold minimum performance standards for all Tag Office roles (frontline, fleet, back office, call center, etc.).
Monitor clerks who fall below standards and coordinate with supervisors to recommend and implement retraining as part of improvement plans (PIPs) when appropriate.
Provide documentation, coaching, and follow-through for progressive discipline related to performance issues.
Work with Tag managers and supervisors in providing statistical information for quarterly reviews and yearly employee evaluations
On occasion, present testimony to a pre-termination hearing officer for consideration

Process, Policy, and Quality Assurance

Review and audit manual voids daily; identify trends, errors, or system knowledge gaps.
Ensure processes and procedures are followed consistently by all clerks and supervisors.
Monitor customer interactions for clarity, professionalism, and policy compliance.
Maintain quality dashboards and report recurring issues to leadership with recommended corrective actions.
Communicate and implement KDOR updates quickly and consistently across the team.
Partner with leadership on workflow adjustments during high-volume or seasonal periods.

Satellite Office Support & Department Communication

Check in with clerks at each location to verify resource needs, answer questions, and reinforce consistency, and ensure alignment and operational support.
Serve as the point of contact for satellite teams, ensuring quality, performance, and processes remain uniform.
Serve as liaison between clerks, supervisors, and leadership regarding training, quality, and procedural expectations.
Provide clear communication to staff on updates, performance issues, or new requirements.
Maintain accurate records of training, discipline, and QA findings.
Participate in meetings, planning sessions, and operational reviews as needed.

Requirements

• Five (5) years of experience in in Tag Office Operations, Training/Development, or a related field. Up to two years of experience may be substituted with education that provides applicable knowledge and skills.
• Strong understanding of Tag Office operations, KDOR requirement, and registration processes.
• Exceptional communication skills with the ability to teach, coach and hold staff accountable.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Ability to travel daily to satellite offices.
• Demonstrate ability to maintain confidentiality and sound judgment.
• Per Sedgwick County policy, this is a driving level position that requires a valid U.S. driver’s license without restrictions and current proof of automobile insurance.

Nice To Haves

• Experience in government, motor vehicle registration, or related regulatory environments.
• Supervisory or team lead experience.
• Experience developing training programs or operational procedures.

Responsibilities

• Lead new hire onboarding and structured training for all Tag Office roles.
• Provide ongoing training refreshers and skill-building sessions for existing staff, including quarterly circuit trainings.
• Oversee call center training to ensure staff provide accurate, consistent information and follow approved processes.
• Maintain training schedules, checklists, and competency assessments for every role.
• Maintain, update, and standardize all Tag Office processes, procedures, scripts, and training materials.
• Create and uphold minimum performance standards for all Tag Office roles (frontline, fleet, back office, call center, etc.).
• Monitor clerks who fall below standards and coordinate with supervisors to recommend and implement retraining as part of improvement plans (PIPs) when appropriate.
• Provide documentation, coaching, and follow-through for progressive discipline related to performance issues.
• Work with Tag managers and supervisors in providing statistical information for quarterly reviews and yearly employee evaluations
• Review and audit manual voids daily; identify trends, errors, or system knowledge gaps.
• Ensure processes and procedures are followed consistently by all clerks and supervisors.
• Monitor customer interactions for clarity, professionalism, and policy compliance.
• Maintain quality dashboards and report recurring issues to leadership with recommended corrective actions.
• Communicate and implement KDOR updates quickly and consistently across the team.
• Partner with leadership on workflow adjustments during high-volume or seasonal periods.
• Check in with clerks at each location to verify resource needs, answer questions, and reinforce consistency, and ensure alignment and operational support.
• Serve as the point of contact for satellite teams, ensuring quality, performance, and processes remain uniform.
• Serve as liaison between clerks, supervisors, and leadership regarding training, quality, and procedural expectations.
• Provide clear communication to staff on updates, performance issues, or new requirements.
• Maintain accurate records of training, discipline, and QA findings.
• Participate in meetings, planning sessions, and operational reviews as needed.

Benefits

• Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed