Q & T Supervisor

Mecklenburg County•Charlotte, NC

4d•Onsite

About The Position

The Quality & Training Supervisor will lead a team of Q&T Specialists within Mecklenburg County's Economic Mobility Division, focusing directly on workforce development initiatives and economic mobility programs. This role champions compliance and professional growth by requiring mastery of adult learning instructional delivery to design and provide training to social work staff, and data-driven quality assurance to audit case files for state and federal regulatory alignment. The position demands a collaborative leader with frontline mentorship skills to coach teams toward high standards of client care, paired with the high emotional intelligence required to foster cultural humility, guide staff through high-stress environments, and mitigate burnout. This is an in-office position with no telework available, located at 301 Billingsley Road, Charlotte, NC 28211. The selected candidate will work in a fast-paced environment and support other Community Resource locations.

Requirements

Minimum of five year of progressively responsible experience; including supervisory experience
Bachelor's degree in a related field
Requires a valid North Carolina or South Carolina Driver's License
Requires County Driving Privileges
Knowledge of modern office practices
Knowledge of principles, practices, methods and theories of training and employee programs
Knowledge of adult learning theories and of training and development principles, practices, and methods
Knowledge of e-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training
Skilled in using various computer applications, including the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Nice To Haves

Adult Learning Principles
Coaching & Mentoring
Curriculum Development
Regulatory Knowledge
Analytical Quality Assurance
Emotional Intelligence

Responsibilities

Supervise quality control and training team within an assigned area
Plan, direct, and coordinate staff involved in the completion of program activities and evaluate program effectiveness
Provide technical consultation to staff and/or other divisions
Perform root-cause analyses and assessment at the organizational, team and individual levels
Analyzes results and makes recommendations for improvements
Ensure services meet specifications and understand and ensures regulatory compliance
Develop and implement processes and procedures meant to improve quality throughout an assigned area
Perform reviews of finished or in-process procedures, analyze data, and identify trends in defects
Investigate quality failures and recommends changes to internal procedures to prevent future quality issues
Develop assessment tools and data collection methods in order to identify service delivery/compliance problems, and participating in the alteration of systems as necessary
Identify quality problems and recommends solutions
Design assessments meant to measure the performance of training programs and collects data
Facilitate training and policy interpretation for applicable local, State, and Federal programs
Ensure applicable policies are adhered to in the issuance and redetermination of benefits through training, policy interpretation, hearings, and appeals
Develop and oversee division wide training classes offered to managers/supervisors and/or employees
Solicit feedback and input from stakeholders in order to provide consultation and recommend necessary intervention services
Develop alternative training methods if expected improvements are not seen
Train in the implementation of enrollment and eligibility programs and activities in the NC FAST system
Measure the effectiveness of training solutions and recommend improvements
Utilize the Learning Management System (LMS) for training delivery, testing, and tracking learner data and progress
Consult with internal customers to address identified performance problems and recommend, develop, and deliver appropriate learning solutions