Program Delivery Quality Assurance Monitor - Bilingual English/Spanish

Position Highlights

The Instructor Service Specialist is assigned classes state-wide to conduct quality assurance monitoring. They observe and document instructor activities covertly while maintaining an unassuming role as a class participant. They bring concerns to management attention regarding infractions of policy or procedures within the NSC classroom through completion of written observation reports.

What You’ll Do:

• Learn and understand driver safety course delivery expectations as outlined in the course instructor guides, manual of rules and procedures, and program administrative guides
• Attend various NSC driver safety courses state-wide, covertly posing as a required attendee and participating in all aspects of class as an attendee
• Observe and record objective information used to evaluate instructors facilitating NSC driver safety courses with regard to contract regulatory compliance, administrative processes, classroom management techniques, and curriculum delivery expectations
• Complete Instructor Observation Evaluation Input form and written summary of observations for each assigned instructor/class within 24 hours of completion of monitoring
• Attend scheduled training or retraining, update seminars, round table discussions, and Instructor Service Specialist development seminars as required and scheduled by NSC
• Perform other related duties as assigned

Qualifications

• Excellent written and verbal communication skills required
• Must be a self-starter with the ability to work independently
• Must display high level of initiative and possess good time management and organizational skills
• High school diploma or equivalent required
• Proficient with Microsoft Outlook, Excel, Word, and Powerpoint
• At least 2 years of relevant customer service or call center experience preferred
• Requires prolonged sitting
• Travel Required (in-state, must have own transportation)
• Ability to make decisions and recommend proposed solutions to customer problems or inquiries
• Acts independently and uses own judgment in acquiring information while observing Council state mandated classes
• Uses knowledge of program requirements and promote NSC values. Assures reporting integrity at all times. Determines priorities using judgment, creativity, and knowledge of program & state regulations and requirements to ensure program compliance
• Bilingual in English & Spanish

Pay

The hourly rate for this role is $37/hr

Schedule

Part Time

Training Delivery Administration

Mid Level