Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.

Trainer/Quality Assurance (QA) - State of Alaska

Overview:
The Trainer/QA is a position responsible for overseeing and coordinating training and quality assurance of up to 75 Medicaid Eligibility Associates preforming customer service eligibility processes to Alaska’s citizens. Responsibilities require independent decision making and judgment on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

Knowledge, Skills, and Certifications:
To qualify for this position, the candidate must have training, education, or experience in office and administrative support work that demonstrates:
1) competency in applying a solid knowledge of the principles and practices of quality assurance and training to staff to perform complex work in assisting the public with social services that have an eligibility or compliance component; and
2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

• Works with staff to achieve excellent performance, meaningful outputs, and adherence to company quality objectives.
• Provide On-the-Job Training programs for new staff and manage refresher training on updated policies and systems.
• Translate complex policies, procedures, and systems into simple, understandable training materials.
• Ensures quality control procedures for operational processes are performed in a rigorous manner.
• Partners with supervisors to identify training needs and error-trend rates for specific units and provides accurate reporting to department project lead.
• Identifies training needs based on staff input, survey results, and other relevant feedback methods.
• Conduct frequent, in-depth learning and development needs assessments by working closely with SSO staff and management teams.

Duties and Deliverables:
The duties of this position include:

• Provide training, update policies and procedures and provide guidance to staff with all business-related processes.
• Provide data for management
• Provide performance appraisal evaluations
• Apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, and/or documentation requirements.
• Works with staff to achieve excellent performance, meaningful outputs, and adherence to company quality objectives.
• Translate complex policies, procedures, and systems into simple, understandable training materials.
• Ensures quality control procedures for operational processes are performed in a rigorous manner.
• Partners with supervisors to identify training needs and error-trend rates for specific units and provides accurate reporting to department project lead.
• Identifies training needs based on staff input, survey results, and other relevant feedback methods
• Conduct frequent, in-depth learning and development needs assessments by working closely with SSO staff and management teams
• Communicate any process changes or new instructions to the unit as appropriate.
• Maintain daily contact with supervisors, call center manager, and project management team.
• Other roles and responsibilities as applicable.

Minimum Qualifications:

• Bachelor's Degree or equivalent related discipline; Significant relevant experience may be substituted in lieu of a degree.
• Must be a US Citizen
• Ability to speak, read, and write English clearly and concisely. Fluency in a second or multiple languages would be a plus.
• At least one year of experience with the supervision, training, and quality assurance of staff; experience leading remote staff and/or in a complex environment would be a plus.
• Alaska Standard Time Location is preferred.
• Employment is contingent on completion of a background check.
• Own telephone, wireless internet (WiFi) and electronic equipment.
• Technology Equipment (computer) will be provided upon employment.
• A headset is preferred.

Preferred Skills:

• Must have excellent written, verbal, and interpersonal communication skills.
• Ability to think, communicate in a fast-paced environment.
• Must be able to effectively communicate with all levels of staff and members of the work community.
• Strong attention to detail and organizational skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Must demonstrate sound judgement and strong critical thinking skills. Must have the ability to manage multiple projects accurately and confidently.
• Ability to operate computers and all standard programs used; able to learn and effectively use any and all other computer programs that are or will be made available.

Location
The work will be performed remotely during the hours of Alaska Standard Time (AKST).

Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides the following reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.

Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides the following reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an e-Verify participant.


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