Manager, Training and Quality

 
Job Title:                              Manager, Training and Quality
Department:                      211
Supervisor:                         Vice President, 211
FLSA Status:                       Full-time, Exempt
Approved Date:                December 2024
About United Way of the Midlands:
Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government, and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211 and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering a diverse, equitable, and inclusive environment where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table. At United Way, we are committed to fostering a diverse, equitable, and inclusive environment where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table.
 
UWM’s Mission:
United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow.
Guiding Principles:
At United Way of the Midlands, we…

• Build TRUST in everything we do.
• Extend GRACE by thinking beyond ourselves.
• Show GRIT by bringing it everyday.
• Be OPEN to embracing others’ differences.
• Actively ENGAGE by listening and sharing.
• Live CURIOUSLY to learn constantly.

• Training Program Development and Implementation:

• Assesses training needs across the organization to design and deliver effective learning programs.
• Creates and maintains a comprehensive training curriculum, including onboarding, technical skills, soft skills, and leadership development.
• Utilizes various training methodologies and platforms (e.g., e-learning, workshops, simulations) to enhance learning outcomes.
• Evaluates the effectiveness of training programs through feedback, assessments, and performance metrics.

• Quality Assurance and Performance Monitoring:

• Develops and oversees quality standards and performance metrics for employees and processes.
• Conducts regular audits (call monitoring), reviews, and assessments to identify gaps and ensure adherence to established quality benchmarks.
• Implements corrective actions and improvement plans in collaboration with relevant teams.
• Monitors customer feedback and other data sources to identify trends and areas for improvement.
• Collaborates with leadership to set and maintain performance benchmarks and KPIs.
• Leads calibration sessions to ensure consistency in quality evaluations.
• Ensures compliance with accreditation standards (e.g., Inform USA/AIRS)

• Reporting and Analysis:

• Prepares and presents reports on training outcomes, quality performance, and key initiatives.
• Uses data-driven insights to recommend and implement strategies for improvement.
• Stays updated on industry trends and best practices in training and quality management.

• This position has no supervisory responsibilities.

• Possess an analytical mindset with the ability to interpret data and make informed decisions.
• Strong organizational and project management skills.
• Knowledgeable in adult learning principles and quality frameworks.
• Experienced in managing multiple programs simultaneously.
• Excellent interpersonal skills when working with diverse groups.
• Adaptable while consistently maintaining high standards of quality and professionalism.
• Exceptional leadership, organizational, and interpersonal skills.
• Demonstrate a high level of professionalism, confidentiality, and ability to work independently.
• Proficient in call center software, computer hardware, and telephone equipment.
• Flexible in working hours, including availability during emergencies.
• A team-oriented mindset with a commitment to being a caring, supportive, and respectful member of the team.
• Demonstrated ability to work with individuals of diverse backgrounds, perspectives, and experiences.
• A team-oriented mindset with a commitment to being a caring, supportive, and respectful member of the team.
• Demonstrated ability to work with individuals of diverse backgrounds, perspectives, and experiences.

• Bachelor's degree (preferred) from a four-year College or University, or 5-7 years of related non-profit experience.
• Preferred five years of training, adult learning or instructional design experience.
• Familiarity with a call center environment, 211 systems, and Inform USA standards is a plus.
• Must be CRS certified as an Information and Referral Specialist or be eligible for certification, and pass the test in 12 months from hire date.

• Prolonged periods of sitting at a desk and working on a computer.
• Must occasionally lift and/or move up to 10 pounds. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

• Shared health, dental, and vision insurance 
• Generous 401(k) Retirement plan 
• Paid vacation and sick time 
• Employer-paid life and disability insurance 
• Professional development assistance 
• Tuition reimbursement