Quality Assurance and Training Manager

The Quality Assurance and Training Manager is responsible for the direction and operations of the Quality Assurance and Training section as well as supporting the instructional development of staff within the related Customer Service sections. This position identifies, designs, and coordinates internal and external learning and development solutions focused on amplifying customer service skill sets. Effectively establishes program deployment strategies and facilitates associated current "New Hire Training" courses. Will have the authority to recommend transfer, suspension, promotion, discharge, recognition or discipline for subordinate employees. Oversees creating, reviewing, and confirming that the section's processes are effective and efficient, while ensuring that customer service quality levels consistently meet established agency standards. Duties & Responsibilities Manages the day-to-day activities for all operations of the Quality Assurance and Training Section. Creates, updates, and maintains reports and statistical data. Analyzes impacts for projects, operational goals, and performance; recommends and makes process improvement adjustments. Facilitates collaboration with management in recommending appropriate action to address performance and conduct issues. Prepares and delivers performance reviews for assigned staff. Develops action plans and strategies for continuous improvement and provide ongoing mentor ship and support for immediate section staff. Oversees coordinating New Hire Classes onboarding efforts, serving as a liaison between Human Resource, temporary agencies, and contractors to meet the Customer Service Section's staffing requirements. Facilitates the coordination of all necessary onboarding steps, including assessments, testing, and initiatives to hire qualified candidates. Responsible for overseeing the development and implementation of new/revised curriculum for training and systematic training per the needs of other Customer Service Sections. Knowledge, Skills and Abilities •Strong management and supervisory skills. •Strong customer service skills with an expertise on de-escalations and negotiations. •Excellent verbal and written communication skills. •Excellent interpersonal skills. •Maintains knowledge of new methods for teaching and training adult learners. •Knowledge of Microsoft Office. •Ability to work in a team environment and be open to change. •Ability to maintain confidentiality. •Knowledge of the State statute and requirements for toll violation and collection processes. •Ability to recognize problems, set goals and convert plans into action. •Ability to effectively review and supervise section activities. •Ability to have a proactive approach and prioritize task using effective time management skills. Physical Demands This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required. Required Education / Experience High school diploma or G.E.D. equivalent from an accredited institution required. Minimum five (5) years of supervisory or managerial experience in a customer service/relations environment role with increasing responsibility to include experience of toll road authority operations, including tag and violation operations, and handling escalated accounts.