Training and QA Manager

Description

Veritas-HHS seeks a Training and QA Manager to work at the 6th Judicial District Child Support Services of TN office located in Knoxville, TN.

Veritas-HHS provides consulting and operational expertise to health and human services agencies at the state and county levels. We bring together experienced and sophisticated subject matter experts to help solve the many challenges of providing better and more efficient services in a time of rapidly evolving policies and delivery systems.

Mission – Do socially useful work, have fun, and prosper

Core Values – integrity, innovation and creativity, quality of work, and customer service/teamwork.

• 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

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.

• 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

Qualifications

• 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).

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualification associated with the position. Incumbents are held accountable for all duties of the position.

Learn about Veritas HHS at