Salary Range: $49,130 - $64,475
This is a non-exempt position. Pay rates are based on education, skill, experience level and internal equity.

The success of Mecklenburg County rests on strong, competent talent at all levels of the organization. The Office of the Tax Collector is committed to providing a positive taxpayer experience by educating, assisting, and serving more than 1 million county and municipal residents. Our tax collections employees are trained in the latest collections policies and procedures to ensure consistency and compliance in collections. We are a team dedicated to serving the community with integrity and respect. If you enjoy working with the public and are looking for a career where your work is important to the community, come be a part of Mecklenburg County and help us provide a community of pride and choice for people to live, learn, work, and recreate.

POSITION SUMMARY
Plans, develops, and conducts various training and quality assurance programs for an assigned area. This position, under direct supervision, is responsible for conducting quality control reviews and providing technical assistance and educating staff on interpretation and application of quality of care standards; and identifying training needs, developing training plans, establishing training schedules and coordinating logistical aspects of training; providing and coordinating the provision of training; and preparing correspondence, reports, and records regarding training and development programs. This position is with the Office of the Tax Collector.

ESSENTIAL FUNCTIONS

• Perform root-cause analyses and assessments at the organizational, team, and individual levels.
• Test services, analyze results, and make recommendations for improvements.
• Ensure service meet specifications and understand and ensures regulatory compliance.
• Develop and implement processes and procedures meant to improve quality throughout an assigned area.
• Perform reviews of finished or in-process procedures, analyze data, and identify trends in defects.
• Investigate quality failures and recommend changes to internal procedures to prevent future quality issues.
• Assess and report on the impact of process changes on quality.
• Develop assessment tools and data collection methods in order to identify service delivery/compliance problems and participate in the alteration of systems as necessary.
• Identify skill or knowledge gaps within assigned area and develops training content in response to identified training needs.
• Select training tools or training delivery mechanisms, based on the material being taught and the audience being targeted.
• Develop, conduct, and evaluate training sessions and programs.
• Monitor, evaluate, or record training activities or program effectiveness.
• Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives.
• Schedule classes based on availability of classrooms, equipment, or instructors.
• Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.

MINIMUM QUALIFICATIONS
Experience: Minimum of two years of quality control or training experience.
Education: Bachelor's degree in a related field.
Combination of relevant education and relevant experience accepted: Yes

LICENSES AND CERTIFICATIONS

• Requires a valid North Carolina or South Carolina Driver's License
• Requires County Driving Privileges

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of

• Modern office practices
• Training technical information
• Working knowledge of quality assurance program practices; planning and development of assessment tools and techniques to include use of software and reporting mediums
• Principles, practices, methods and theories of training and employee programs
• Adult learning theories and of training and development principles, practices and methods
• E-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training

Skills

• Develop recommendations to solve problems in different program service areas by assisting in planning goals and developing deficiency resolutions
• Provide technical assistance, consultation to staff
• Exercise judgment and discretion in interpreting and applying quality standards, policies and procedures
• Communicate effectively with professional and administrative personnel
• Maintain effective working relationships with various staff
• Assess problems and coordinate resolutions with various parties

Abilities

• Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals
• Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Developing Others: Planning and supporting the development of individuals’ skills and abilities so that they can fulfill current or future job/role responsibilities more effectively
• Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
• Formal Presentations: Presenting ideas effectively to individuals or groups; delivering presentations suited to the characteristics and needs of the audience

COMPUTER SKILLS
Proficient in various computer applications including Microsoft Office Suite

REASONABLE ACCOMMODATIONS STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

DISCLAIMER STATEMENT
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.

Mecklenburg County requires proof of COVID-19 vaccination as a condition of employment for any new Mecklenburg County employees.