QA/Training Manager

Position summary:

The QA/Training Manager will be part of a team responsible for the leadership of the CMS CCO Programs.  QA/Training Manager is responsible for all quality assurance monitoring and training activities for CTI’s Customer Service Representative’s (CSR) workforce at the Chester, VA facility.  This role ensures that CTI’s performance on quality metrics meets or exceeds CMS and Maximus standards and that all training requirements are executed with fidelity, on schedule, and with measurable outcomes.  The QA/Training Manager serves as CTI’s representative in all Maximus quality calibration sessions, IQA cooperation activities, and training-related conference calls.   

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Manage collaboration with stakeholders to perform needs analysis, develop learning objectives and design deliverables that meet the business needs and organizational quality standards.
• Create and organize training sessions, and deliver instructor led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
• Forge relationships with internal and external stakeholders to ensure that both tactical and strategic goals and outcomes are met.
• Develop and implement training programs and materials to ensure business requirements are met for effective operation programs.
• Complete hiring and performance management processes to support a high performing training team.
• Provide confidential coaching/facilitation and work closely with all levels of operation staff to ensure the integrity of the program and provide highly skilled feedback on operations staff performance in scheduled training and informal skills-based coaching.
• Ensure Training Specialists and Operations staff are provided with up-to-date knowledge of project-related updates, processes, and procedures.
• Develop and execute a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes.
• Review, evaluate, and modiefy existing and proposed programs.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curriculum.
• Maintain a library of training aids.
• Oversee all CTI quality monitoring activities, including a minimum of two monitored calls per CSR per month using QualityNow.
• Attend and actively participate in all weekly quality calibration sessions with Maximus QA team.
• Cooperate fully with CMS Independent Quality Assurance (IQA) subcontractor.  Make all performance data available electronically.
• Maintain CTI’s QA target of 90% or higher on overall quality scoring per SOW
• Document all coaching activities related to security/privacy events and report to CCO Program Manager of Security and Compliance.
• Coordinate all new hire training delivery using Maximus-provided materials and CMS-approved frameworks.
• Ensure Train-the-Trainer certification is completed at least 30 days prior to CSR start date.
• Submit Daily Training Reports (DTR’s) timely.
• Submit Training Completion Reports daily during New Hire Training (NHT) periods.
• Attend up to three training related conference calls per week with Maximus and CMS.
• Monitor LMS completion rates weekly; ensure 90% completion rate by assigned date.
• Notify employees monthly of outstanding training requirements, maintain all training records in CTI HRIS or LMS.
• Ensure Critical Update Training (CUP) is deployed and 95% completion is achieved within 7 days.
• Manage the centralized CTI Knowledge Base to ensure CSRs have access to current CMS policy responses.
• Oversee Trainer selection, development and performance.  Maintain SOW-compliant Trainer-toCSR ratios.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time. 

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.
• Available for work from 0700 to 1900

Education and Experience:

• Bachelor's degree in Education, Communication or Business preferred, or equivalent work experience in related field.
• 5 years experience in quality assurance and/or training in a contract center or federal customer service environment. 
• Strong knowledge and ability to demonstrate fundamentals of adult learning principles and training facilitation techniques.
• Experience with QualityNow or equivalent platform preferred
• Familiarity with LMS platforms (CMS Learning Management System) a plus.
• Prior experience supporting CMS, HHS, or ACA marketplace contact center training programs a plus.
• Certified Professional in Learning and Performance (CPLP) or equivalent credential a plus.
• Experience cooperating with government IQA processes or third-party quality auditors, a plus.
• Excellent data analysis skills; ability to interpret QA soring trends and identify coaching priorities.
• Ability to communicate effectively in English, both verbally and in writing.
• Uses good judgment, ability to make independent decisions and proactively solve problems as required.
• Must be organized and have strong time management skills.
• Must have PC skills (Microsoft Office). 
• Basic math skills required.
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
• Ability to interact with all levels of management.
• Strong analytical and organizational skills.
• Exceptional verbal and written communication skills. Experience producing training and compliance reports.
• Bilingual ability is a benefit
• May be required to work holidays. 
• Ability to pass a federal and local criminal background investigation.