Quality, Training & Development Coordinator

Job Purpose and Reporting Structure:

Under the direction of the Manager – Quality, Training, & Development, the Quality and Training Coordinator performs a variety of quality assurance, project, service management and training related activities while working in a team environment. Activities include reviewing files for quality control purposes, developing corrective and preventative actions for continuous improvement, training new employees, coaching staff on training opportunities, managing and coordinating special projects and services across the operations group, coordinating calibration sessions, and tracking/reviewing externally and internally reported errors.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Quality Assurance & Training

  • Maintain a quality control database and quality check employees files monthly for errors / opportunities for training.
  • Report quality metrics / trends to the SVP of Operations on a monthly basis.
  • Train Property Tax Research Associates new to the organization on all search processes
    • Develop training calendar; log training activities and dates
    • Develop and maintain training materials: instructions, situational examples, etc.
  • Perform as the contact person for all reported errors (internal and external). Track the types of errors as well as communicate issues between Operations and Client Services when needed.
    • Respond to customer inquiries professionally, promptly and with thorough explanation that includes root cause analysis, and actions for remedy, short and long-term
  • Work with, mentor, and train team members (new to the organization and existing team members) to accomplish operational goals.
  • Hold regular calibration sessions in order to discuss with the team the proper methods of search and to discuss any recent trends.
  • Establish and maintain documentation and plan for new and current employee training process
  • Work with other Info-Pro departments as needed to accomplish organizational goals-Product, Sales/Account Management, Engineering
  • Support other Quality Training and Development functions including but not limited to:
    • Work instruction maintenance
    • Special audits

Maintain Knowledge resources:

  • Update quality / training resources as needed (S-WI-05, work instructions, etc).
  • Communicate changes to the teams and answer questions.
  • Work with all Operations departments to support Work Instruction creation and maintenance

Project involvement/Continuous Improvement

  • Work with, and mentor team members to accomplish operational goals.
  • Initiate and facilitate process improvements, projects and other assignments as they arise
  • Special service and/or project management and administration, as needed
  • Coordinate corrective and preventive actions via training and processes modification within operations to contribute to quality goals and continuous improvement.

Work Environment: The work environment characteristics listed here are representative of those an employee encounters while performing the essential functions of this job.

The employee is required to search using Internet and Microsoft applications while seated at a personal computer, viewing a PC monitor.

The employee is required to travel to search at county courthouses. A valid state drivers license is required. Ability to travel, at times including overnight stays at hotels, is required – especially in busy search seasons. Travel by car, airplane, train, or boat (ferry) may be required.

The noise level in the work environment is usually moderate.

Qualifications Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Data Entry Accuracy
  • Detail oriented
  • Adapts well to change
  • Problem-solving / Deductive reasoning skills
  • Knowledge of Microsoft Office applications, primarily Excel
  • Above average typing speed / Proficiency on 10-Key
  • Strong organizational skills
  • Strong communication and interpersonal skills
  • Positive Attitude

Education and/or Experience:

A Bachelors Degree and two years professional office experience is preferred.

Language Skills:

Ability to read, analyze and interpret work instructions and company policies/procedures.  Ability to write business correspondence.  Ability to effectively present information and respond to questions from manager and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Ability to compute rate, ratio and percent.

Reasoning Ability:

Ability to solve practical to complex problems and deal with a variety of concrete variable information in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral or diagram form.

Other Skills and Abilities:

Requires the ability to operate a personal computer, computer workstation, laptop and related basic tools and equipment. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls and reach with hands and arms.  The employee is required to talk and hear.  The employee is occasionally required to stand, walk, smell, stop, kneel, crouch or crawl.

The employee must occasionally lift and/or move up to 20 pounds; this may be frequent if on a search road trip where tax books are used to obtain results.  Long periods of standing may also be required on search road trips.  Specific vision abilities required by this job include close vision.

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