Training & Quality Assurance Supervisor

Are you RichmondR.E.A.D.YRespect.Equity.Accountability.DiversityYOU!!!

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

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.

• Upholds the organizations 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 organizations 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.

MINIMUM TRAINING AND EXPERIENCE:

• Bachelors degree in business or public administration or field related to assignment
• Fiveyears of journey-level professional experience in area related to assignment
• A Masters 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

• 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 Drivers License with a satisfactory driving record and a valid Commonwealth of Virginia Drivers 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 andreports
• 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 programs 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

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS:Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts electrical currents vibrations etc.; atmospheric conditions such as fumes odors dusts gases and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people imminent danger and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:Due to the nature of work assignments incumbents must be able to perform detailed work on multiple concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger talk hear see and perform repetitive motions; frequently walk; and occasionally stoop reach stand push pull lift grasp and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties this classification is considered to be sedentary exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects.

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.