Senior Training & Quality Improvement Specialist - (Monday.com) Public Health

County of Mecklenburg, NC•Charlotte, NC

1d•Onsite

About The Position

The Senior Training & Quality Improvement Specialist for Monday.com is part of the Office of Innovation and Strategy within Mecklenburg County Public Health (MCPH). The position is responsible for providing training and supporting staff across the department in using Monday.com, a customer relationship management (CRM) system. Additionally, the position will support program leaders in improving the quality of services using performance data.

Requirements

Minimum of four years of quality control or training experience.
Bachelor's degree in a related field.
Requires a valid North Carolina or South Carolina Driver's License
Requires County Driving Privileges
Proficient in various computer applications including Microsoft Office Suite.

Nice To Haves

Experience working with and training staff on Customer Relationship Management (CRM) systems such as Monday.com.
Graduate degree in public health, public administration, health administration or a similar field.

Responsibilities

Design, develop, and deliver training for users related to Monday.com that improves their knowledge and ability to use the system.
Analyze results of training efforts and recommend improvements where needed to better accomplish core training objectives.
Provide frontline support for Monday.com users including facilitation of regular user group meetings and establishing processes for users to request support in resolving minor issues with Monday.com deliverables.
Support program leaders in maintaining and adapting automated workflows in Monday.com related to reporting and monitoring program activities.
Create and maintain quality improvement tools within Monday.com, such as scorecards and performance measure reports, and dashboards, that support program leaders in identifying quality challenges and implementing solutions.
Develop and implement processes and procedures that improve quality across the services provided by the Office of Innovation & Strategy
Perform root-cause analyses and assessments at the organizational, team, and individual levels.
Test services, analyze results and make 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, analyzes data, and identifies trends in defects.
Investigate quality failures and recommends changes to internal procedures to prevent future quality issues.
Assess and report on the impact of process changes on quality.
Develop assessment tools and data collection methods in order to identify service delivery/compliance problems, and participating in the alteration of systems as necessary.
Assess the training needs of employees.
Assist with marketing training programs through the organization to enhance employee awareness and participation.
Consult with internal customers to address identified performance problems and recommends, develops, and delivers appropriate learning solutions.
Develop and deliver both traditional classroom and online training using research, subject matter experts, or other knowledge sources to create effective original training programs customized to meet the specific needs of the department.
Identify meaningful ways to measure the effectiveness of various training solutions provided to the organization.
Partner with management to assess performance problems through various information gathering methodologies such as focus groups, surveys, and employee interviews in order to provide an appropriate recommendation.
Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
Plan, implement and evaluate training activities for employees.