Job Description

Insight Global is hiring a Training & Quality Assurance Supervisor for a client in the Richmond area. 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 strategic plan. This is an onsite position.

This critical role will align operations support with the 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.

Compensation:

$80,000 to $133,000 per year annual salary.

Exact compensation may vary based on several factors, including skills, experience, and education.

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