Quality Assurance & Training Lead — Paid Family Leave

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

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.