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Form of workJob Description
Quality Assurance & Training Coordinator
Hollywood, FL
Salary commensurate with education and experience
This is an in-office and NOT a remote position.
Benefits offered after probationary period.
100% employer paid for employee only medical, dental, and vision. In addition to offering a 401K deferred compensation plan with employer match, tuition reimbursement, two (2) paid personal days, eleven (11) paid holidays, and accrual of paid leave time, the employer also pays for life insurance, short term disability and long-term disability.
General Purpose of the Position:
Planning, coordinating, and conducting Quality Assurance (QA) activities to ensure compliance with applicable federal and state regulations, including performing data analysis and continuous quality improvement activities in support of achieving the organization’s quality standards and performance goals. Assists with developing and managing CareerSource Broward (CSBD) training program content and delivery for all staff in the centers in conjunction with the Career Source Broward management team, along with job ready workshop training to customers. Performs customer service training to staff and analyzes customer survey data and implements improvement strategies to enhance customer experience with CSBD.
Essential Responsibilities and Duties:
- Conduct program research seeking out innovative and best practices for employment and Training programs, labor market information, and quality management programming.
- Obtain, monitor and analyze customer service and performance management data to develop process improvements and make recommendations for systematic change.
- Serve as lead staff for the center for the CSBD Quality Assurance Team to monitor case files, customer accounts, job orders, and support services for compliance to CSBD policy and applicable federal and state regulations, and implement and coordinate continuous quality and process improvement projects.
- Assist with monthly supervisor desk reviews, as needed, to ensure timely completion for the center and accuracy of coding and corrective action responses.
- Attend Quality Assurance monitoring reviews with program managers and management team. Compile required reports. Disseminate information resulting from QA monitoring efforts.
- Track submission and implementation of corrective action plans related to internal and external Quality Assurance monitoring results.
- Identify programmatic and operational trends and recommend options for improvement.
- Ensure that new policies are implemented in the CSBD center and staff is trained on those policies. Suggest new policies as needed. Conduct periodic spot checks and monitoring for policy compliance by center staff.
- Assist in the resolution of customer service issues, and collect related data for the preparation of QA reports; analyze, trend, develop and implement corrective action strategies to mitigate or prevent customer service issues.
- Prepare and disseminate a variety of monthly, quarterly and annual reports, including program reports, surveys and quality management reports.
- Assess employee training needs through surveys, interviews with employees, consultations with managers and analyzing monitoring reports results and assist with developing new training programs or modifying and improving existing programs.
- Coordinate and ensure delivery of employee training to address operational and strategic needs of the organization. Coordinate State trainings as necessary. Track staff training hours.
- Proctor and facilitate the Tier 1 Final Exam for employees, including serving as a back-up for proctoring assessments to customers.
- Supervise staff delivering job ready workshops to customers. Assist with coordinating schedules to ensure that all workshops/job clubs are appropriately covered and updating and distributing the monthly workshop calendar. Serve as a backup workshop trainer, if needed.
- Supervise the front desk / resource room staff to ensure customer service expectations are met and appropriate staff coverage is attained.
- Update existing CSBD center organization chart, reports, lists, plans, lobby postings, process maps and other documents, as needed, and distribute accordingly.
- Serve as center lead for strategic planning and improving customer service and serve as process coach.
- Develop and maintain in-depth knowledge of state and federal workforce development performance measures.
- Evaluate quality management systems and tools to ensure accuracy and completeness with regard to federal and state programmatic and operational requirements.
- Review and evaluate training materials prepared by Workshop Training Facilitators, Program Managers, and Regional Workshop and Training Development Manager, such as content, outlines, video and handouts to ensure compliance with state guidelines and in conjunction with the management team.
- Conduct new hire orientation training and assist with developing and organizing employee training manuals and updating the hire orientation training, as needed.
- Attend meetings and seminars to obtain information for use in training programs and participate in supervisor and program meetings to report QA monitoring and customer satisfaction data trends, along with applicable policy changes.
- Participate in the agency’s hiring process by serving on interview panels, as needed, including conducting phone screening of candidates for all center vacancies.
- Ensure aesthetics throughout the center are maintained and that staff are spot checking their areas for compliance, so that the center is clean, clutter and hazardous free, and is presented in a professional manner to the public.
- Communicate with coworkers, management, staff, clients, and the general public in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures, and instructions.
- Respond promptly when returning telephone calls and replying to correspondence, emails, and faxes.
- May be assigned other responsibilities on a temporary or ongoing basis as necessary for the delivery of quality service within CareerSource Broward.
Supervisory Controls and Guidelines:
- The incumbent reports onsite directly to the Center Manager but is also co-supervised by the Vice President of Quality Assurance. Incumbent must exercise discretion and independent judgment with respect to matters of significance. Work is performed independently within broad general guidelines, such as federal, state and local workforce development guidelines and regulations, including Workforce Innovation and Opportunity Act (WIOA) and Welfare Transition Program (WTP) regulations, labor laws, technical assistance guides as well as CSBD policies and procedures.
- This position description in no way states or implies that these are the only job duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
Education, Experience and Knowledge Required:
- A bachelor’s degree in business or public administration, research, social sciences or a related field, plus a minimum of five (5) years of relevant work experience in public or private sector is required.
- Incumbent must be experienced in and demonstrate strong oral and written communication skills. Incumbent should have prior experience achieving excellence, demonstrating continuous quality improvement, Quality Assurance monitoring, training, and quantitative data analysis.
- Must possess good presentation and public speaking skills.
- Strong ability and demonstrated experience in balancing multiple priorities, meeting deadlines, working independently, and achieving assigned tasks are required.
- Must be proficient in all Microsoft Office applications and possess extensive Word and Excel skills, possess the ability to utilize state workforce development databases and possess the ability to utilize the Internet to conduct research and obtain data.
- Prior experience working directly with customers and effectively assisting them with their needs and using quality management principles, tools, and techniques to ensure customer satisfaction and organizational performance is met and that errors by program staff, processes, and systems are minimized is preferred. Also requires use of business or public administration principles and practices, including project management, goal setting, strategic planning, training & development, and management principles.
- The ability to analyze data, draw valid conclusions, problem solve and understand complex situations is essential.
- A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.
- All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
- To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently.
- Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.
- The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
ADA 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 used to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is generally required to sit; regularly required to use hands to write, type; and talk or hear.
- The employee occasionally is required to stand and/or walk, or lift and / or move up to 10 pounds.
- The work environment characteristics are representative of those an employee encounters in an office environment and traveling to attend offsite meetings and conferences.
We are an EOE.
