Overview
Quality Assurance Technician I – Houston Dairy Plant Jobs in Houston, TX at H-E-B
General Statement
The Training & Quality Control Coordinator, under general supervision, performs provides operational support by supervising and monitoring the performance of call taking, work order creation, and account documentation skill sets for the purpose of maintaining a high level of service to Union County Water (UCW) customers and field staff. This work involves developing, implementing, and updating effective standard operating procedures, reviewing and analyzing center operations, supervising and evaluating staff, and preparing recommendations for technical training, procedural changes, and process improvements. The employee is responsible for providing direct instruction to new employees and current staff, including management, and to ensure that the training of all staff are properly maintained and documented. The employee is responsible for implementing initial and ongoing training programs in accordance with policies, procedures, and County guidelines. The employee must be proficient in the use of enhanced, specialized telephone equipment, specialized computer operating systems, and the technical and time-sensitive, precision-based work involved in receiving incoming calls associated with UCW Operations. The employee must be comfortable and proficient at instructing and evaluating others and processes.
Essential Functions
Designs and develops a range of learning experiences for staff including in-person training, eLearning and other innovative learning initiatives.
Collaborates with UCW leadership and the UCW Business Operations team members to develop training programs that align with the needs of the organization.
Assists in the development of more complex training programs by providing input on implementation of programs, goals and strategies.
Ensures trainings are provided in a way that encompasses diverse learning styles.
Creates and maintains class curriculums, comprehension checks, communications, and trainings on an iterative basis.
Maintains class schedules for staff.
Develops relationships and collaborates with staff who are subject matter experts to translate their knowledge into effective learning experiences for staff, including developing, editing, and/or reproducing course materials.
Communicates with outside training resources to gather supplementary resources.
Ensures training materials are kept current.
Provides training on local systems, changes, updates, processes, and program implementations.
Assesses the training needs of staff through surveys, requests, observations and evaluations.
Communicates staff training needs to manager.
Provides suggestions for service and/or procedural improvements.
Builds strong relationships with stakeholders to set and manage expectations, create training plans, and regularly communicate training updates and status.
Analyzes skill gaps and performance improvement opportunities.
Aggregates information from surveys, speaking with staff, managers and partners, and attending meetings to determine whether there is a learning need and to define the performance objectives/desired outcomes.
Reviews and evaluates call recordings and documentation created by staff to ensure operations are conducted in accordance with documented procedures and standards.
Develops and maintains cooperative and courteous relationships with division employees, staffers and managers in other divisions, representatives from organizations, and the public to maintain goodwill toward the division and project a good division image.
Performs functions of the Customer Service staff during crisis situations or staff shortages.
Develops, tracks, and evaluates established KPIs.
Develops and populates a Data Dashboard with Key Performance Metrics and Drivers.
Performs other related duties as assigned.
Qualifications
MINIMUM QUALIFICATIONS
Education and Experience:
Bachelor’s Degree from an accredited university in Education, Organizational Psychology, Business or Public Administration, Training and Development, Organizational Behavior, Human Resources or other field related to training and development, and four (4) years of experience as a trainer or performing work that included presenting information to groups; or equivalent combination of education and experience.
Special Requirements:
Intermediate skill level in Microsoft Word, Excel, PowerPoint, and audio/visual equipment.
PREFERRED QUALIFICATIONS
Licenses or Certifications:
Certified Professional in Training Management
Certified Instructional Trainer
Certified Learning and Development Professional
Supplemental Information
PHYSICAL DEMANDS
Must be physically able to operate a variety of machinery and equipment including computers, printers, copiers, facsimile machines, calculators, audio visual equipment, etc. Must be able to exert up to 25 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
WORK ENVIRONMENT
Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.
INSURANCE PROGRAMS
HEALTH INSURANCE
All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period. Health Reimbursement Account Preventative Care Coverage Prescription Coverage Vision Coverage
DENTAL INSURANCE
All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period.
LIFE INSURANCE
Basic Term life Insurance in the amount of one times the annual salary is provided for all full-time and benefitted part-time employees. Additional coverage is available for purchase through payroll deduction for the employee and eligible dependents.
FINANCIAL PROGRAMS
RETIREMENT
Membership in the North Carolina Local Government Employees Retirement System is a requirement for all full-time and benefitted part-time employees. Employees contribute six percent (6%) of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have five (5) years of service, you are 100% vested in the NCLGERS.
NC401(k)
The NC401(k) supplemental retirement program is available to full-time and benefitted part-time employees. The County establishes this 401(k) account for each eligible employee and makes a five percent (5%) contribution based on biweekly earnings. Employees may elect to make voluntary contributions through payroll deduction.
457 DEFERRED COMPENSATION
The 457 Deferred Compensation program is available to all employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income.
FLEXIBLE SPENDING ACCOUNTS
Options are available to regular full-time and benefitted part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Debit Card program gives you instant access to your account funds.
Health Care Spending Account – Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses.
Dependent Care Spending Account – Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses.
DIRECT DEPOSIT
Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice.
CREDIT UNION
Local Government Federal Credit Union membership is available to all employees. Once you join, you can remain a member for as long as you choose. Immediate family members such as: spouse, children, stepchildren, brothers, sisters and parents can all become members.
TRUIST
No Overdraft Fees
$100 Negative Balance Buffer
Online and Mobile Banking with Bill Pay
LEAVE PROGRAMS
VACATION LEAVE
Vacation leave is accrued based on creditable years of service in the Local Government Employees Retirement System.
SICK LEAVE
For full-time County employees, sick leave accrues at eight (8.0) hours per month. Benefitted part-time employees accrue prorated sick leave based on a percentage of the full-time rate. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS.
SICK LEAVE TRANSFER FROM OTHER AGENCIES
Unused sick leave earned from another North Carolina Governmental Agency and/or entity, will be accepted and transferred to the County as follows: twelve (12) sick leave days will be transferred and added to the employees active sick leave balance after completion of six (6) months of employment. The remaining balance of sick leave documented for transfer at the time of employment will be recorded in the employees permanent personnel file. On the fifth anniversary of employment with the County, the remaining balance of transferred sick leave will be added to the employees active sick leave balance.
HOLIDAYS
There are 12 County recognized holidays per year with 1 floating holiday available.
MILITARY LEAVE
Annual Training – 10 paid workdays granted.
Active Duty – 20 paid workdays granted.
CIVIL LEAVE
Paid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof.
FAMILY & MEDICAL LEAVE ACT
Federal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee.
PAID PARENTAL LEAVE
Parental Leave provides the employee paid leave for the first eight weeks of approved FML for the birth of a son or daughter, or placement with the employee of a son or daughter for adoption or foster care.
ADMINISTRATIVE LEAVE
Educational Leave is available to regular full-time and benefitted part-time employees when participating in a job-related, short course, such as an update, not to exceed ten (10) consecutive working days.
VOLUNTEER TIME OFF
Volunteer Time Off will provide employes with 16 hours of paid time per calender year to volunteer at approved Union County community partner agencies.
OTHER PROGRAMS
EMPLOYEE ASSISTANCE PROGRAM
The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems.
AQUATIC AND FITNESS CENTER
We believe that staying healthy is more than just exercising regularly and eating well. Individual and family discount membership and monthly dues are available to full-time and benefitted part-time employees through payroll deduction.
NATIONAL COLLEGE SAVINGS PROGRAM
The National College Savings Program is open to all employees. The Program is designed to provide certain tax advantages, encourage and facilitate saving to pay the costs of attending eligible institutions.
Title: Quality Assurance Technician I – Houston Dairy Plant
Company: H-E-B
Location: Houston, TX
