Training & Quality Assurance Supervisor

Salary : $80,282.00 - $133,016.00 Annually
Location : Richmond, VA
Job Type: Full-Time
Job Number: 35M00000145
Department: Public Utilities
Opening Date: 03/19/2025
Closing Date: 4/2/2025 11:59 PM Eastern

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity...YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description
The City of Richmond, Department of Public Utilities, Customer Service Division, is hiring a Training & Quality Assurance Supervisor. This is a newly created role responsible for developing Training, Quality Assurance, and Employee Engagement Programs with well-defined plans and objectives that are aligned with business performance goals and the DPU strategic plan. This is an onsite position.

This critical role will align operations support with the DPU Strategic Framework focusing on workforce development, employee engagement, providing world-class customer experience, and ensuring organizational readiness for critical system implementation in Spring 2026. The incumbent must be able to learn and adapt quickly in a fast-paced ever-changing environment.
Duties include but are not limited to

• Upholds the organization's vision, mission, strategic focus areas exhibiting the guiding principles: communication, commitment, and courage.
• Demonstrates strong leadership skills such as emotional intelligence, collaboration, conflict resolution, critical thinking, problem-solving, and sound decision making.
• Is adaptable, accountable, and consistent.
• Has a willingness to learn, is competent, and patient.
• Works to gain buy in and support the organization's goals and objectives.
• Supervisory responsibilities for small to mid-sized team.
• Engage project team and stakeholders to develop the training program goals and objectives, complete audience analysis, and obtain approval of final training deliverables.
• Provide project management support for training initiatives that are small-to-large scale and/or small-to-large scope in complexity.
• Combine instructional design principles, advanced adult-learning theory, and technology to design and develop innovative solutions for training projects for the CSD Training and Quality Assurance Program.
• Conduct train-the-trainer classes, super-user classes, and end-user classes as needed
• Develop and implement strategies for training, quality management, continuous learning and improvement.
• Review evaluation data to assess the effectiveness of training and quality assurance programs and collaborate with stakeholders on program changes.
• Lead and coach other learning team members on quality monitoring, evaluations, and training approaches.
• Foster a safe learning space, accountability, and enforce high quality standards.
• Provide status reports on the progress of projects, training, quality activities and initiatives.
• Develop and execute training plans aligned with organizational initiatives and business performance goals.
• Research, design, develop, edit, and maintain instructional content via multiple modalities consistent with adult learning principles.
• Evaluate the effectiveness of training using key performance indicators, assessment results, and other measurable factors.
• Collaborate with subject matter experts and stakeholders at all levels and disciplines to develop relevant content.
• Conduct training sessions when needed.
• Set quality standards for continuous improvement frameworks, developing coaching methodologies and tools, and ensuring quality reporting.
• Establish quality assurance elements, corresponding weights, and measures.
• Review quality and survey results to understand customer perceptions / expectations and take needed actions to improve outcomes.
• Conduct and report on calibration sessions; results, recommendations, action items, etc.

Qualifications, Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in business or public administration, or field related to assignment
• Five years of journey-level professional experience in area related to assignment
• A Master's degree in business, public administration, or field directly related to assignment may be preferred
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED QUALIFICATIONS:

• Minimum of five (5) years' experience managing mid-size teams represented by a bargaining agreement.
• Demonstrated experience developing, implementing, and managing successful training, quality assurance, and employee engagement programs.
• Must have advanced technical proficiency with eLearning content authoring tools.
• Experience with cloud and subscription-based tools for training, quality assurance and telephony systems, Oracle Guided Learning, Calabrio ONE and Cisco Webex preferred.

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Accounting, budgeting, accounts payable/receivable
• Computer programs such as Microsoft Office Suite
• Cultural development
• Data analysis
• Data management
• Electronic databases and related software applications (such as RAPIDS financial system, EIS eXpress reporting/ GL Connect)
• Federal regulations pertaining to assigned area
• Laws and legal procedures related to focus area
• Evidence Based Programs
• Project management
• Rule Based Applications
• Surveillance services, including GPS

Skills (some combination of the following):

• Communicating and coordinating with various internal and external departments
• Creating and implementing policies and procedures
• Gathering and interpreting data routinely
• Interpreting and applying federal regulations for programs
• Managing contracts, projects, data, and reports
• Overseeing daily accounting and procurement functions
• Overseeing the financial and operational aspects of programs of focus
• Supervising including conducting performance evaluations, and mentoring
• Understanding a program's intent and application
• Oral and written communication

Abilities (some combination of the following):

• Grasp the comprehensive scope of a project while still attending to details
• Organize
• Set timetables, achieve milestone, track progress, and take corrective actions

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point Veteran's must have been discharged under honorable conditions and had one of the following:Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Do you possess a minimum of 5 years of Supervisory experience in a call center, billing, field operations, or combination thereof?

• Yes
• No

04

Do you have operational experience in a utility preferably water and gas?

• Yes
• No

05

Do you possess advanced technical proficiency with eLearning content authoring tools (e.g., Articulate 360 suite, Adobe Captivate) and learning management systems (LMS), and demonstrated expert application and understanding of instructional design?

• Yes
• No

06

Do you currently possess a training certification?

• Yes
• No

07

Do you have experience in the Workforce Management discipline?

• Yes
• No

Required Question