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Veritas HHS LLC • Knoxville, Illinois, United States
Role & seniority: Training & QA Manager (mid-senior level) for 6th Judicial District Child Support Services, TN.
Stack/tools: Microsoft Office; Adobe products; KAECSES (State-Wide Computer System); training materials and desk guides development.
Develop and maintain two-week new-employee onboarding/training and ongoing refresher programs; deliver group/remedial training as needed.
Manage training calendar, coordinate sessions, and monitor training effectiveness; collect follow-up feedback to ensure objectives are met.
Conduct targeted QA reviews, assist with SOP development/revisions, prepare training reports, and oversee responses to state self-assessment reports and customer complaints.
Bachelor’s degree preferred; 2+ years in child support case management or related field.
2+ years of training experience; strong written and oral communication.
Proficiency with Microsoft and Adobe software; ability to develop training modules, desk guides, and handouts.
Knowledge of current child support policy/procedures; experience with quality assurance and performance data analysis.
Experience contributing to standard operating procedures and office-process improvements; ability to prepare management-facing reports.
Location & work type: Knoxville, TN; on-site/officed-based; full-time.
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.
About the Company 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.
Our Company Culture is driven by our mission and core values. Placing our people at the forefront of everything we do is the backbone to our success and why people really enjoy working for Veritas-HHS. Here’s our Mission and Core Values.
Mission – Do socially useful work, have fun, and prosper Core Values - integrity, innovation and creativity, quality of work, and customer service/teamwork.
Primary Responsibilities
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
Requirements
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 www.veritas-hhs.com.