Sr Q & T Specialist

Sr. Quality and Control Specialist - Child Support Services

The Department of Community Resources

"Follow Your Calling, Find Your Career"

Rate: $55,119.82 - $ 75,738.32

This is an exempt (salary) position. Please note pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant's salary history and qualifications in comparison to the market rate and requirements for the job.

At Mecklenburg County, you'll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We're counting on YOUR unique voice and perspective to help Mecklenburg County become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The Department of Community Resources (DCR) through its Community Resource Center, supports the core departments of Mecklenburg County Health and Human Services (HHS) in doing their business through an integrated service delivery model of subject-matter experts from each core department and community partners who provide services to County residents in our HHS Community Resource Center. In addition, DCR is responsible for administering Child Support Services and Unified Workforce Development programs, as well as Integrated Health and Human Services Mail Services.

Position Summary

Oversees, coordinates, and conducts various training and quality assurance programs for an assigned area. This position, under general supervision, is responsible for the overall quality control reviews, technical assistance and training programs within assigned area to include training development, supervising staff, and analyzing training budgets.

Essential Functions

• Perform root-cause analyses and assessments at the organizational, team, and individual levels.

• Test services, analyze results and make recommendations for improvements.

• Ensure services meet specifications and understand and ensures regulatory compliance.

• Develop and implement processes and procedures meant to improve quality throughout an assigned area.

• Perform reviews of finished or in-process procedures, analyzes data, and identifies trends in defects.

• Investigate quality failures and recommends changes to internal procedures to prevent future quality issues.

• Assess and report on the impact of process changes on quality.

• Develop assessment tools and data collection methods in order to identify service delivery/compliance problems, and participating in the alteration of systems as necessary.

• Assess the training needs of employees.

• Assist with marketing training programs through the organization to enhance employee awareness and participation.

• Consult with internal customers to address identified performance problems and recommends, develops, and delivers appropriate learning solutions.

• Develop and deliver both traditional classroom and online training using research, subject matter experts, or other knowledge sources to create effective original training programs customized to meet the specific needs of the department.

• Identify meaningful ways to measure the effectiveness of various training solutions provided to the organization.

• Manage the training equipment, training budget, and supplies, if applicable in the area of assignment.

• Partner with management to assess performance problems through various information gathering methodologies such as focus groups, surveys, and employee interviews in order to provide an appropriate recommendation.

• Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials

• Plan, implement and evaluate training activities for employees.

• Some positions may be required to train in the implementation of enrollment and eligibility programs and activities in the NC FAST system.

Mecklenburg County Department of Community Resources: Respond in cases of urgent and/or emergent events that require public health interventions. Employees may be trained for and assigned duties unrelated to their regular work; work outside normal business hours and workdays and/or in a different work location may be required. Emergency events include, but are not limited to, communicable disease outbreaks, severe weather situations (e.g. snow or ice storms, tornados, hurricanes), natural disasters (e.g. earthquakes), fire, or power outages, and acts of terrorism.

Minimum Qualifications

Experience:

Minimum of four years of quality control or training experience.

Education:

Bachelor's degree in a related field.

Combination of relevant education and relevant experience accepted?: Yes

Licenses and Certifications

• Requires a valid North Carolina or South Carolina Driver's License

• Requires County Driving Privileges

Preferred Qualifications

• Bilingual (Spanish and English) proficiency oral and written

• Strong communication skills and Microsoft office skills

• Child Support Experience

• Experience working with Learning Management Systems

Knowledge, Skills and Abilities

Knowledge of

• Modern office practices

• Training technical information

• Expertise in programs in area of assignment

• Working knowledge of quality assurance program practices; planning and development of assessment tools and techniques to include use of software and reporting mediums

• Principles, practices, methods and theories of training and employee programs

• Adult learning theories and of training and development principles, practices and methods

• E-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training

Skills

• Develop recommendations to solve problems in different program service areas by assisting in planning goals and developing deficiency resolutions

• Provide technical assistance, consultation to staff

• Exercise judgment and discretion in interpreting and applying quality standards, policies and procedures

• Communicate effectively with professional and administrative personnel

• Maintain effective working relationships with various staff

• Assess problems and coordinate resolutions with various parties

• Strong project management and organizational skills to plan, prioritize, multi-task and independently execute projects/tasks with specific deadlines while maintaining flexibility

• Excellent analytical and research skills as demonstrated by the ability to collect, develop, assess and blend information and recommendations from a wide variety of sources

• Strong critical and creative thinking skills to assess and resolve problems or issues by gathering and assessing information, taking advice and using judgment that is consistent with standards, practices, policies, procedures, regulations and/or laws

Abilities

• Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals

• Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships

• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided

• Developing Others: Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.

• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement

• Formal Presentations: Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience

• Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures"

Computer Skills

• Proficient in various computer applications including Microsoft Office Suite

Work Environment

Works in an office setting with moderate noise

Disclaimer Statement

This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor's request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.