Quality Assurance and Training Supervisor

Quality Assurance And Training SupervisorMaximus is seeking an experienced Quality Assurance and Training Supervisor to lead quality monitoring and training initiatives within a dynamic call center environment. This role is responsible for establishing and communicating QA performance targets, managing QA team performance, and ensuring the consistent delivery of high-quality service through data-driven insights and continuous improvement.Essential Duties and Responsibilities:Establish and communicate monthly QA monitoring targets.Manage QA team performance to ensure completion and achievement of established targets.Provide required daily and monthly reports to leadership.Perform trend analysis based on QA evaluation results to improve call center performance and efficiency.Utilize trend analysis data to identify and escalate issues, design refresher topics, and improve new hire training.Under direction of leadership, research, develop, and implement new features, technologies, new programs and methods to improve QA processes.Possess knowledge and skills to perform all direct QA/Training functions if required.Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.Ensure that all new-hire training classes and refresher classes are properly planned, created, and delivered by the training team.Ensure individualized coaching is performed throughout new hire training.Ensure a smooth transition of agents to the call center after training.Review training surveys and integrate feedback to improve the training program.Meet with managers to review training curriculum, technologies, and delivery to improve training quality, trainee readiness, and staff retention.Oversee training programs for outreach team, supervisors, leads, and other levels of project staff.Ensure all training material updates and improvements are made in a timely manner.Develop and improve knowledge testing methods and technologies.Perform ad hoc research, reports, analysis, and other duties as assigned by Manager.Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience. Preferred Experience: Prior experience working in a start-up, Prior experience working with underserved or diverse communities, Prior experience in QA or training, Prior experience in creating and implementing recorded training processes.