QA & Training Lead for Paid Family Leave

Dept-of-Employment-Service; Washington (District of Columbia); On-site; USD 100,000 - 139,000; Full time

Job summary

DC Government's Department of Employment Services, Office of Paid Family Leave, seeks a Quality Assurance and Training Manager to lead QA and training initiatives. You will supervise QA Specialists and Training staff, shape onboarding, and drive continuous improvement for claims adjudication, program analysis, and call-center operations.

The role emphasizes adherence to laws and policies, staff readiness, and accountability.

Qualifications

• Specialized Experience: Experience that equipped the applicant with knowledge, skills, and abilities to perform the duties of the position; typically at or above the next lower grade.
• Bachelor’s degree… or a master’s degree in related field, plus six years of professional-level experience in social benefit programs and monitoring program compliance.

Responsibilities

• Plans, directs operations of OPFL’s Quality Assurance and Training programs.
• Develops and oversees training programs, onboarding structures, learning resources, and continuous improvement.
• Provides guidance to division leadership on training and quality oversight; recommends policies and procedures.

Skills

Quality assurance

Training management

Staff development

Leadership

Education

Bachelor’s degree in Business Administration, Economics, Finance, Policy, or related field

Master’s degree in related field

Job description

DC Government's Department of Employment Services, Office of Paid Family Leave, seeks a Quality Assurance and Training Manager to lead QA and training initiatives. You will supervise QA Specialists and Training staff, shape onboarding, and drive continuous improvement for claims adjudication, program analysis, and call-center operations.

The role emphasizes adherence to laws and policies, staff readiness, and accountability.