Overview
Quality Assurance Associate Jobs in Tulsa, OK at CAP Tulsa
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Language Incentive
Referral Bonus
Tuition Assistance Program
Description
The City of Richmond, Department of Public Utilities, Customer Service Division, is hiring a Training & Quality Assurance Supervisor. This is a newly created role responsible for developing Training, Quality Assurance, and Employee Engagement Programs with well-defined plans and objectives that are aligned with business performance goals and the DPU strategic plan. This is an onsite position.
This critical role will align operations support with the DPU Strategic Framework focusing on workforce development, employee engagement, providing world-class customer experience, and ensuring organizational readiness for critical system implementation in Spring 2026. The incumbent must be able to learn and adapt quickly in a fast-paced ever-changing environment.
Duties include but are not limited to
Upholds the organization’s vision, mission, strategic focus areas exhibiting the guiding principles: communication, commitment, and courage.
Demonstrates strong leadership skills such as emotional intelligence, collaboration, conflict resolution, critical thinking, problem-solving, and sound decision making.
Is adaptable, accountable, and consistent.
Has a willingness to learn, is competent, and patient.
Works to gain buy in and support the organization’s goals and objectives.
Supervisory responsibilities for small to mid-sized team.
Engage project team and stakeholders to develop the training program goals and objectives, complete audience analysis, and obtain approval of final training deliverables.
Provide project management support for training initiatives that are small-to-large scale and/or small-to-large scope in complexity.
Combine instructional design principles, advanced adult-learning theory, and technology to design and develop innovative solutions for training projects for the CSD Training and Quality Assurance Program.
Conduct train-the-trainer classes, super-user classes, and end-user classes as needed
Develop and implement strategies for training, quality management, continuous learning and improvement.
Review evaluation data to assess the effectiveness of training and quality assurance programs and collaborate with stakeholders on program changes.
Lead and coach other learning team members on quality monitoring, evaluations, and training approaches.
Foster a safe learning space, accountability, and enforce high quality standards.
Provide status reports on the progress of projects, training, quality activities and initiatives.
Develop and execute training plans aligned with organizational initiatives and business performance goals.
Research, design, develop, edit, and maintain instructional content via multiple modalities consistent with adult learning principles.
Evaluate the effectiveness of training using key performance indicators, assessment results, and other measurable factors.
Collaborate with subject matter experts and stakeholders at all levels and disciplines to develop relevant content.
Conduct training sessions when needed.
Set quality standards for continuous improvement frameworks, developing coaching methodologies and tools, and ensuring quality reporting.
Establish quality assurance elements, corresponding weights, and measures.
Review quality and survey results to understand customer perceptions / expectations and take needed actions to improve outcomes.
Conduct and report on calibration sessions; results, recommendations, action items, etc.
Qualifications, Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:
Bachelor’s degree in business or public administration, or field related to assignment
Five years of journey-level professional experience in area related to assignment
A Master’s degree in business, public administration, or field directly related to assignment may be preferred
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
PREFERRED QUALIFICATIONS:
Minimum of five (5) years’ experience managing mid-size teams represented by a bargaining agreement.
Demonstrated experience developing, implementing, and managing successful training, quality assurance, and employee engagement programs.
Must have advanced technical proficiency with eLearning content authoring tools.
Experience with cloud and subscription-based tools for training, quality assurance and telephony systems, Oracle Guided Learning, Calabrio ONE and Cisco Webex preferred.
LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:
Some assignments may require a valid Driver’s License with a satisfactory driving record and a valid Commonwealth of Virginia Driver’s License within 30 days of hire.
KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.
Knowledge (some combination of the following):
Accounting, budgeting, accounts payable/receivable
Computer programs such as Microsoft Office Suite
Cultural development
Data analysis
Data management
Electronic databases and related software applications (such as RAPIDS financial system, EIS eXpress reporting/ GL Connect)
Federal regulations pertaining to assigned area
Laws and legal procedures related to focus area
Evidence Based Programs
Project management
Rule Based Applications
Surveillance services, including GPS
Skills (some combination of the following):
Communicating and coordinating with various internal and external departments
Creating and implementing policies and procedures
Gathering and interpreting data routinely
Interpreting and applying federal regulations for programs
Managing contracts, projects, data, and reports
Overseeing daily accounting and procurement functions
Overseeing the financial and operational aspects of programs of focus
Supervising including conducting performance evaluations, and mentoring
Understanding a program’s intent and application
Oral and written communication
Abilities (some combination of the following):
Grasp the comprehensive scope of a project while still attending to details
Organize
Set timetables, achieve milestone, track progress, and take corrective actions
Americans with Disabilities Act Requirements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
ENVIRONMENTAL HAZARDS:Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at [email protected].
This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.
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With over 4,000 employees, the City of Richmond is an “Employer of Choice” among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an “Employer of Choice”.
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Title: Quality Assurance Associate
Company: CAP Tulsa
Location: Tulsa, OK
