QI/QA Training Manager

Customer Experience & Service Manager

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

This position is responsible for planning, building, and executing a comprehensive training operation to ensure excellence and continued quality improvement within CHEMTREC’s Emergency Operations Center and Emergency Response offerings. This position is also responsible for offering technical support to the CHEMTREC Training and Learning Academy for developing and conducting training offerings. The position reports directly to the Senior Director of Operations.

Major Duties and Responsibilities: 

• Working with the Associate Director, Emergency Operations Center, creates a single, unified standard for CHEMTREC operations execution. Owns and updates the CHEMTREC training standard matrix for all Emergency Services Specialist levels.
• Develops Emergency Operations Center training content in coordination with the CHEMTREC Technical Advisor, Emergency Response.
• Conducts internal training to the single, unified standard for all relevant emergency response protocols supporting Operations, Customer Service, and Sales, as needed.
• Conducts initial classroom training for new Emergency Services Specialists, ensuring that they are competent at the single, unified standard.
• Identifies and evaluates external training courses.
• Coordinates training enrollments for Emergency Operations Center personnel for required training and continuing education.
• Defines and executes a process to improve Procedures, Policies, Guidelines, and Extended Service Protocols (ESP), including multi-lingual call processes.
• Uses Quality Assurance reviews, communication with internal and external stakeholders, and other data sources to identify training needs.
• Identifies lack of consistency between work shifts and supports the implementation of measures aimed at removing potential inconsistencies.
• Interfaces with Account Managers in order to facilitate the onboarding of CHEMTREC customers with complex Extended Service Protocols (ESP).
• Supports the development and launch of new CHEMTREC Learning Academy offerings.
• Performs other related duties as assigned.
  
   

Qualifications/Requirements: 

Required:

• Bachelor's degree in related field.
• Three years’ experience in emergency response or O&EHS experience related to chemical transport, storage, production, response and safety
• Strong written and oral communications skills, as well as the ability to give internal and public presentations.
• Ability to work on a variety of complex matters simultaneously, including ability to prioritize and manage multiple issues, tasks, and information/requests.
• Ability to design and implement strategy, direction and action plans.
• Ability to build consensus, work in a team environment, and coordinate across multiple groups.
• Working knowledge of Microsoft Dynamics CRM and Microsoft Office including Word, Excel, and PowerPoint.
• The ability to travel domestically and internationally
   

Desired

• NFPA Fire Services Instructor 1 or similar
• Experience in curriculum or training material development
   

Apply Now