Training and QA Manager

Veritas HHS LLC • Knoxville, IL

8d

About The Position

Under the direction of the Program Manager, the Training & QA Manager leads the training and quality assurance program, develops training materials, performs periodic quality reviews, and provides input on office performance data, operational effectiveness and process improvement opportunities.

Requirements

• Bachelor’s degree preferred
• At least two years’ experience in child support case management or related field
• At least two years' experience in training
• Knowledge of current child support policy and procedures
• Strong written and oral communication skills
• Knowledge of computers and software (Microsoft and Adobe products).

Responsibilities

• Develops two-week new employee training program to include new employee onboarding and orientation, Child Support 101, Customer Service and Introduction to KAECSES (State-Wide Computer System)
• Develops and maintains a training plan for ongoing and refresher training such as Team Building, Sexual Harassment, Critical Thinking, Customer Service and Collections and Negotiations
• Maintains training calendar, schedules and notifies participants and their supervisors, and coordinates all training session activities
• Delivers group training and remedial training at the management’s team request
• Develops and revises training modules and handouts
• Works with supervisors and staff to develop desk guides
• Monitors and evaluates training program’s effectiveness, including following up with participants and their supervisors to ensure learning objectives are met
• Identifies and assesses current and future training needs using annual performance appraisals and quality assurance results in consultation with the management team
• Assists as a member of the management team with developing and revising Standard Operating Procedures
• Oversees the office response to State Self-Assessment Reports and customer complaints
• Conducts targeted QA reviews based on management priorities
• Prepares and provides training reports to the management team

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• STD, LTD
• Life Insurance
• Employee Assistance Program
• Telehealth Services
• Paid Time Off
• Volunteer Time Off
• On Demand Pay
• Rewards Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager