Training and QA Manager

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.

Job type: Full-time/In-person

Schedule: Monday through Friday, 8am to 5pm

Pay rate: $18.00/hr, more with experience

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.

Most places you work, someone else owns the outcome. Here, you do.

Veritas HHS is a management and employee-owned company serving families across 22 offices in North Carolina, Maryland, South Carolina, Tennessee, and Virginia. We help parents navigate child support — not as enforcers, but as partners working toward stability for kids and families. That work matters, and the people doing it should share in what gets built. We pride ourselves on our mission and employee ownership is how we back that up – Your success and the company’s success are one in the same, by design. Employee ownership is just one of the many things we offer to show value to not only our company, but to our employees. It’s one of the many ways we give back to those that do socially useful work, prosper, and have fun. 

Benefits we offer:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• STD, LTD
• Life Insurance
• Employee Assistance Program
• Paid Time Off
• Volunteer Time Off
• On Demand Pay
• Rewards Program

About the Position

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.

Primary Responsibilities

• Develops 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 www.veritas-hhs.com.