QA/Training Supervisor

The QA/Training Supervisor oversees quality assurance and training operations and leverages data-driven insights to improve call center efficiency and effectiveness. This position also collaborates with leadership on comprehensive training and coaching programs that enhance staff readiness and overall performance outcomes.

• Establishes and communicates monthly QA monitoring targets
• Manages QA team performance to ensure completion and achievement of established targets for the Income Maintenance mailroom.
• Utilizes trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.
• Researches, develops, and implements new features, technologies, programs and methods to improve QA processes.
• Reviews training surveys and integrate feedback to improve the training program.
• Meets with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.
• Oversees training programs for outreach team, supervisors, leads, and other levels of levels of project staff.
• Ensures all training material updates and improvements are made in a timely manner.
• Develops and improves knowledge testing methods and technologies.
• Regular and timely attendance
• Other duties as assigned

• High School diploma or equivalent required
• Bachelor's degree in education, training, or related field preferred

• At least one year of work experience as a trainer in a related field is required.
• Experience coaching, training, and motivating employees.
• Demonstrated interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
• Relevant computer skills such as PowerPoint, Outlook, and Word
• Experience with state programs is preferred.