Quality Assurance and Training Specialist

• Catalogue existing training resources and programs to support ongoing core service training coordination and planning
• Assess and help identify training needs for Regional Contact Centers and partners to inform annual training priorities
• Build and maintain the annual training calendar, including scheduling training and coordinating logistics for Regional Contact Centers and partners
• Create training materials, lead and coordinate training sessions, track attendance, and completion, and prepare reports, summaries, notes, and follow-up items
• Catalogue current resource directory and call handling quality assurance activities to support consistent monitoring and coordination across Regional Contact Centers
• Gather and interpret quality assurance needs from partners and funders to inform reporting processes and priorities
• Collaborate with partners and internal colleagues to design and coordinate regular quality assurance activities, tools, and reports
• Complete or coordinate the collection of quality assurance data and maintain documentation to support monitoring and reporting activities
• Prepare and share quarterly quality assurance reports identify trends, inform improvements, and support partner and funder reporting requirements
• Maintain confidentiality of sensitive and privileged information
• Follow organizational policies and procedures related to data privacy, security, and information management, including compliance with applicable state and federal requirements

• Associate or bachelor's degree in a relevant field (e.g., nonprofit or business administration, education) or equivalent professional experience
• 2-3 years of experience in training and education, quality assurance and compliance, non-profit program support, or grant coordination roles with demonstrated organization and coordination abilities
• Experience with learning management systems and virtual training delivery models
• Ability to design and deliver effective training programs, translating complex concepts into clear, engaging learning experiences across multiple formats
• Experience with quality assurance, data collection, monitoring, and reporting methods and tools
• Strong analytical skills, with experience using data systems, reporting tools, or CRM platforms to generate insights and inform improvements
• Exceptional written and verbal communication capabilities, with the ability to engage diverse audiences
• Strong organizational and project coordination skills, with the ability to manage multiple priorities and deadlines
• Ability to operate effectively both independently and as part of a team within hybrid or distributed work environments
• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with advanced skills preferred

Advanced skills in Microsoft Office Suite