Job Summary
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 perferred.
Licensure and Certifications
None
Work Conditions/Environment
The work is typically performed in a normal office setting.
Other Significant Facts
Tour of Duty: Monday Friday, 8:30 am 5:00 pm
Operating Status: In-Person reporting, flexible and limited telework options available upon position eligibility and operational needs.
Pay Plan, Series, and Grade: MS-0301-13
Salary Range: $99,513 - $139,318; based on available funding.
Duration of Appointment: Management Supervisory Service At-Will
MSS At-Will Statement: All positions and appointments in the Management Supervisory Service serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.
Collective Bargaining Unit: This position is not covered under a collective bargaining agreement.
Promotion Potential: No known promotion potential
Position Designation: This position has been designated as security-sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability, and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
Residency Preference: When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.
