Senior Management Consultant

2 weeks ago

Richmond, Virginia, United States City of Richmond Full time

Position Overview:
The City of Richmond's Department of Public Utilities is in search of a qualified individual to fill the role of Senior Management Analyst, specializing as a Trainer & Quality Assurance Specialist within the Customer Service Division, Administration.

Key Responsibilities:
The selected candidate will be responsible for developing and delivering comprehensive training materials, including manuals, job aids, FAQs, newsletters, and other pertinent content. This will be achieved through modern technology and various delivery methods such as in-person, virtual, hybrid, and blended learning.

The T&QA Specialist will conduct quality evaluations of the Customer Service Division staff's performance, collaborating with team members to make informed recommendations and implement necessary modifications to the training and quality assurance programs.

Training Development:
Design and maintain training content tailored for diverse platforms and audiences, ensuring alignment with customer service operational areas through a broad curriculum. Regularly assess existing materials to ensure consistency with established branding and style guidelines.

Stay informed on operational updates to ensure all training content remains current and relevant. Collaborate with employees, leadership, and business partners to identify needs and implement changes as required.

Assessment and Feedback:
Design and evaluate assessments, knowledge checks, and surveys, providing recommendations for necessary adjustments. Respond promptly to urgent content creation requests, delivering high-quality materials within tight timelines.

Conduct training sessions for new hires, refresher courses, and operational/process change training. Maintain accurate training records, including employee performance and productivity metrics.

Quality Assurance:
Evaluate the quality of calls and other transactions to assess the effectiveness of training programs, recommending improvements to the training curriculum and quality assurance processes. Utilize feedback from quality assurance observations to refine existing training and develop refresher content.

Collaboration and Engagement:
Work closely with workforce and quality teams to administer needs assessments that prioritize training requirements. Establish and maintain training calendars, onboarding schedules, and refresher training sessions.

Stay updated on industry trends and best practices by attending seminars, conferences, and subscribing to relevant publications.

Qualifications:
Applicants should possess a Bachelor's degree in business or public administration, or a related field, along with four years of professional experience in program/project management or management/policy/financial analysis. An equivalent combination of training and experience may be considered.

Skills and Abilities:
Ideal candidates will demonstrate knowledge of adult learning theories, curriculum design, and various training strategies. Proficiency in tools such as Adobe Captivate and strong communication skills are essential.

Successful candidates will exhibit the ability to assess training needs, coordinate and deliver training sessions, and effectively manage multiple tasks in a dynamic environment.

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