Energy Services Quality Assurance Supervisor

Summary/Objective

Under the direction of the Training and Quality Manager, the Quality Supervisor manages and coordinates the activities of Quality Specialists to ensure Energy Services internal and external teams are achieving quality objectives. The Quality Supervisor will be responsible for leading the efforts for Standard Operations Procedure standardization and completions, process improvements, quality audits of Energy Services tasks, and supplemental departmental training initiatives.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Handles and resolves critical issues, prepare management reports, and oversee Quality Specialists performance.
• Monitors team attendance records, vacation and staffing schedules/forecasts.
• Coordinate the design, delivery, and continuous improvement of quality initiatives.
• Design, build and maintain suitable tools to support quality assurance assessments.
• Reviews quality reports and collaborates with stakeholders provide solutions to trends.
• Ensures Quality Specialists are trained and equipped to apply quality assurance standards and procedures to SOP and or work instruction development.
• Collaborate with Training and Quality Manager to assess quality goals for the team and the tools and or report to track progress.
• Direct writing and review of Standard Operating procedures (SOPs) to ensure compliance, efficiency and clarity.
• Develop monthly reports showing audit performance and improvement opportunities.
• Develop new methods to resolve problems determined during QA activities.
• Ensures program activities complies with LIHEAP program policies and procedures manuals and other quality assurance standards.
• Collaborates with Training Supervisor to review and launch supplemental training and/or resources to internal teams based on quality audit assessments. .
• Perform other related tasks or duties as required or assigned.

Competencies

• Excellent verbal/written communication skills and effective interpersonal and organizational skills proven in a team environment.
• Strong customer service skills, including the ability to remain flexible and calm in high pressure. or continually changing situations.
• Proficiency with Microsoft Office Suite and web-based applications.
• Knowledgeable about drafting, interpreting, and implementing quality assurance standards and procedures.
• Attention to detail and the ability to maintain a high level of confidentiality and professional conduct.
• Strong organizational and planning skills
• Process Improvement experience preferred.
• Experience leading, motivating, and training team members.
• Ability to handle and manage multiple projects simultaneously through a systematic approach.
• Proven strong problem-solving skills and root cause analysis.

Supervisory Responsibility

This position supervises the Quality Specialists within the Energy Services Program.

Required Education and Experience

• Associate degree and 2 years of supervisory experience or
• 3+ years of experience in a supervisory role.
• Proficient in Microsoft: Word, Excel, Access and other web-based computer applications.

Preferred Education and Experience

• Bachelor’s degree in business administration or a related field.
• Minimum of 2 years of experience in Energy Assistance Programs or relevant social service operations.
• Bilingual
  Additional Eligibility Qualifications
• None.

Work Environment

This job operates sixty percent of the time in a professional office environment with controlled noise levels and temperatures. Forty percent of this job operates in the training and monitoring field monitoring staff. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for longs periods of time; use hands to finger to operate a computer keyboard; handle or feel objects; reach with hands and arms; climb stairs; balance; or stoop; talk or hear. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Expected Hours of Work

Days and hours of work are normally Monday through Friday, 8:30 a.m. to 5 p.m.; however, the schedule may change based on program needs; some weekends may be required.

Travel

Travel is primarily local to various CEDA Partner Sites within the Cook County area. This position will also require some travel outside the Cook County area for meetings and trainings. The ability to secure and maintain a reliable vehicle, a valid driver's license and auto insurance is required.

AAP/EEO Statement

CEDA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CEDA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CEDA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CEDA’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.