Quality Assurance and Training Manager

DC Department of Employment Services; District of Columbia; On-site; USD 90,000 - 130,000; Full time

Job summary

The DC Department of Employment Services, Office of Paid Family Leave, seeks a Quality Assurance and Training Manager to lead QA, staff development, and training strategy for OPFL.

The incumbent directs QA Specialists and Training personnel who support claims adjudication, program analysts, tax examiners, call center staff, and onboarding for new hires. This role emphasizes data-driven quality review and continuous improvement.

Qualifications

• Specialized experience related to QA/Training leadership in social benefit programs or similar.
• Experience developing and implementing training programs and quality assurance processes.

Responsibilities

• Plans, organizes, and directs the QA and Training operations for OPFL.
• Develops and oversees training programs, onboarding structures, and continuous improvement activities.
• Maintains quality review systems and SOPs; ensures compliance with laws, policies, and program standards.

Education

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

Master’s degree in a related field, including Business Administration or Economics (preferred)

Job description

This position is located in the Department of Employment Services (DOES), Office of Paid Family Leave (OPFL). The Department of Employment Services (DOES) mission is to connect District residents, job seekers, and employers to opportunities and resources that empower fair, safe, effective working communities. OPFL administers the District’s Paid Family Leave (PFL) program, which provides paid leave benefits to eligible District workers.

The Quality Assurance and Training Manager serves as the lead manager for quality oversight, staff development, and training strategy within the Office of Paid Family Leave (OPFL). The incumbent is responsible for managing Quality Assurance Specialists and Training personnel who support the program’s claims adjudication, program analysts, tax examiners, call center staff, additional OPFL new hire support, staff competency development, and continuous improvement activities.

Duties and Responsibilities

Plans, organizes, and directs the operations of OPFL’s Quality Assurance and Training programs in alignment with the mission and goals of the Office of Paid Family Leave. Develops and oversees training programs, onboarding structures, job specific learning resources, and continuous improvement activities that ensure staff readiness and consistent, claimant focused service delivery. Provides guidance to division leadership and program managers, resolves issues related to training and quality oversight, and makes or recommends decisions regarding policies, operating procedures, and process improvements.

As OPFL’s principal advisor on quality and training matters, incumbent develops and maintains quality review systems, training programs, onboarding structures, desk aids, and knowledge resources. Incumbent uses both qualitative and quantitative performance data to identify training needs, improve business processes, and ensure compliance with applicable laws, policies, and program standards. Working closely with department leaders, the incumbent aligns quality oversight, training strategies, and performance expectations to support accurate and timely determinations, strengthen operational integrity, and foster a culture of accountability,

professional growth, and claimant-centered service. Establishes and evaluates long and short-term QA and training goals; develops and maintains SOPs for their team, job aids, quality review criteria, and administrative controls that support smooth and effective program operations.

Qualifications and Education

Specialized Experience: Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

A bachelor’s degree from an accredited four-year university in Business Administration, Economics, Finance, Policy, (or a related degree), or a master’s degree in a related field, including Business Administration or Economics, and six (6) years of professional-level experience in social benefit programs, as well as working experience in the monitoring of programs for compliance with statutes and/or other programs, is preferred.