Trainer

MAXIMUS Livonia, Michigan
trainer training government training programs management quality assurance assurance materials customer service health staff members monitoring remedial
July 14, 2023
MAXIMUS
Livonia, Michigan
Job Description Summary


The Quality Assurance & Training Coordinator is responsible for developing and delivering training materials to staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.


Job Summary




  • Ensure activities and processes are in compliance with both company quality standards and applicable contractual standards


  • Enter, transcribe, record, store, or maintain information in written, electronic and magnetic form relating to services, processes and quality systems


  • Develop and Deliver training materials to staff members, administer course exams and material review for new hires, conduct ongoing and remedial staff training


  • Research, plan, organize, and conduct training programs


  • Write materials for new training programs and review, evaluate and modify existing and proposed programs


  • Schedule training sessions with individual training programs ensuring facility setup, audiovisual setup, and employee notification


  • Monitor staff related to call monitoring, data entry, and overall customer service functions


  • Assess the effectiveness of training programs


  • Conduct quality assurance for completeness, accuracy, consistency and conformity


  • Coordinate review activities as assigned by management and document the disposition of evaluation challenges


  • Maintain updated knowledge of the program, including policies and procedures as referenced in the employee and quality manual


  • Research and gather data for special studies


  • Perform other duties as may be assigned by management




Minimum Requirements:



  • An Associate s Degree from an accredited college or university preferred, equivalent experience considered in lieu of degree


  • 1 year experience in a contact center or customer service environment required


  • Experience with adult learning principles


  • Knowledge and experience with child support and customer service programs preferred


  • Good public speaker and at ease moderating large groups


  • Excellent organizational, written, and verbal communication skills


  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment


  • Ability to conduct and manage project reviews and communicate process improvement recommendations


  • Ability to motivate and inspire audience to engage in subject material.


  • Ability to work collaboratively in a team environment.


  • Ability to successfully execute many complex tasks simultaneously.


  • Ability to work as a team member, as well as independently.


  • Advanced level skills in Microsoft Office (Power Point, Excel, Word, and Outlook).




MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
EEO Statement

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.
Posted Max

USD $20.00/Hr.
Posted Min

USD $11.68/Hr.

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