Quality Systems Specialist

Dynamic Workforce Solutions•Waukesha, WI

About The Position

The Quality Systems Specialist provides cross-functional support to workforce development projects as a subject matter expert on quality systems. The role promotes customer service and continuous improvement through direct support to internal teams and external partners across quality, data, and training. Work includes routine quality monitoring, training and technical assistance, maintenance and enhancement of data tools and resources, and ad hoc support. The Specialist supports corporate initiatives and local operations by identifying risks, advancing quality and training deliverables, promoting data-driven practices, and supporting compliance with company standards so projects can meet contractual outcomes and deliver effective service. The position maintains and improves quality standards, models, tools, workflows, and resources; develops and delivers monitoring activities, training, data tools, and performance reporting; and supports audits, root cause analysis, policy interpretation, program launches, contract transitions, and pre-audit preparation. It collaborates with local quality and operations leaders and other teams to assess performance, identify training needs, address compliance gaps, and support program outcomes. The role requires a bachelor’s degree or equivalent experience and at least three years of progressive relevant work experience. A working knowledge of specified workforce programs and applicable laws and regulations is required. The position is primarily office-based, includes occasional travel to other locations, and requires a valid driver’s license and adequate vehicle insurance. The job description notes that schedules may change as business needs require, including overtime.

Requirements

Bachelor’s degree from an accredited college or university, or equivalent experience.
At least 3 years of progressive relevant work experience with expertise in quality monitoring, training, coaching, and leading staff in a performance-based environment.
Working knowledge of WIOA, TAA, TANF, SNAP/FSET, ES/UI, and applicable local Workforce Service programs.
Familiarity with applicable federal, state, and local laws and regulations.
Excellent interpersonal skills and ability to communicate information effectively in verbal and written formats to diverse audiences.
Strong computer literacy, including data entry and use of software for correspondence, reports, statistical compilation, and databases.
Strong analytical skills, including gathering information and presenting articulate, solutions-driven options for complex issues.
Ability to multitask in a fast-paced environment.
Strong listening and problem-solving skills.
Ability to work independently with minimal supervision and effectively as part of a team.
Commitment to the principles of Extreme Customer Service in interactions with internal and external customers.
Training experience.
Valid driver’s license and adequate vehicle insurance coverage.
Ability to travel as required.
Ability to meet physical requirements, including lifting and carrying up to 5 pounds frequently, up to 10 pounds regularly, and up to 25 pounds occasionally; visual acuity, speech and hearing, coordination and dexterity to drive and operate a keyboard and basic office equipment; and carrying, lifting, twisting, and reaching.

Nice To Haves

ISO review and audit experience.
CWDP certification.

Responsibilities

Maintain, enhance, and promote adoption of Dynamic Quality Systems, including standards, models, tools, workflows, and resources.
Develop, maintain, and deliver quality monitoring activities, training programs, data tools, performance reporting, and other quality system resources.
Lead root cause analyses of quality deficiencies or compliance gaps and support resolutions with data, resources, and job-specific skills training.
Conduct virtual and onsite quality audits, compile findings, and support follow-up quality improvement actions.
Monitor new local, state, and federal guidance, advise local quality and operations leaders on implications, and recommend revisions as needed.
Contribute analytics and quality insights to standardized Monthly Regional Report processes.
Provide policy interpretation support to local operations and corporate teams to promote accurate, compliant service delivery.
Support program launches and contract transitions by providing guidance on service approval processes, including WEX, OJT, ITA, Supportive Services, and Eligibility.
Participate in monthly Operations Meetings to review quality results, training initiatives, support strategies, and performance trends, and provide technical assistance on non-compliance or low performance.
Participate in project pre-audit reviews by reviewing files, assessing risk, evaluating process gaps, and preparing for audits.
Identify training needs and review training content with local Quality Specialists and Trainers, local leadership, and subject matter experts.
Support projects in pursuing positive performance outcomes through resources and recommendations related to case management, employer services, and partner collaboration as needed.
Perform other reasonable related duties as assigned; work schedules may be changed as business requirements dictate, including requiring overtime.