Quality Assurance Manager

• May 2018 - Present

Ensure service deliverables meet certain thresholds as defined by the Workforce Solutions standards and guidelines regarding, talent development, employer service, and general operations. Work with management and staff to improve the company's efficiency and profitability. Conduct analysis of departmental functions and submit periodic reports for best practices and optimization.

Training Manager

• Oct 2017 - Present

Talent Acquisition/Quality Assurance Manager

• Jul 2006 - Present

As one of the senior managers, I met and/or exceeded all Company’s contractual goals by performing the following duties and/or accomplishments:• Oversee office staff operating in Recruiting, Order Writing, and Quality Assurance regarding Workforce Development and other Human Resource areas• Perform routine QA audits on staff regarding customer service, documentation, and knowledge of deliverables; report findings and make recommendations to upper management• Worked on and conferred with Executive Management team regarding contractual measures, business climate and development • Assisted with the onboarding process for new hires and developed an orientation process to include: o Welcome letter, instructional sheet and task assignment list o Computer-based training on work compliance (sexual harassment, IT security, fraud prevention) o Training modules on work-related subjects according to position o Login access to Management Information Systems• Evaluate staff on monthly and annual reviews; track progress, communicate results, and provide coaching for optimum performance• Help plan staff meetings and made presentations on policy updates• Develop divisional policies and procedures manual• Train new and existing staff on Standard Operating Procedures and technical issues• Help increase cohesiveness, gain understanding and build relationship among divisions and departments• Coordinate efforts on special project to fill over 400 job openings within a three-month period• Helped implement special reemployment project to assist outplaced employees of Workforce Solutions • Provide managerial support, training and guidance for other Special Projects, including employer incentive programs (Texas Back to Work and On-the Job-Training) • Help to maintain Company’s quality and compliance standards as defined by both internal and external monitors Show less

Program Specialist

• Jan 1985 - Jul 2007

• Served on Management Team and assisted in implementing office procedures for workflow coordination • Assisted with interviewing of potential candidates for internal job openings and coordinating job fairs for employers • Conducted workshops on resume writing, interviewing techniques and labor market resources to a large client base • Interfaced with both internal and external customers creating a team effort to reach operational goals • Provided quarterly and annual in-service training on health and safety procedures, EEO and ADA issues • Created instructional worksheets for employees on effectively operating the State employment software system. • Instrumental in getting new one stop career center certified as a Texas Workforce Center Show less

Project Manager

• Sep 2004 - Apr 2005

• Managed the Regional Training Institute; produced weekly/monthly reports • Coordinated project tasks and deliverables related to the Regional Training Institute • Researched and developed all contract-related deliverables • Provided administrative management of the learning management system to support the Regional Training Institute • Assisted in development and delivery of instructional curricula • Managed the Regional Training Institute; produced weekly/monthly reports • Coordinated project tasks and deliverables related to the Regional Training Institute • Researched and developed all contract-related deliverables • Provided administrative management of the learning management system to support the Regional Training Institute • Assisted in development and delivery of instructional curricula