Quality Assurance Specialist / Trainer (Western New York)

Posted: 09/18/2022

  • Responsible for delivering a Quality Assurance Review on each employee on their functions within the Agency.
  • Responsible for reviewing, editing and writing agency procedures with collaboration from the Tompkins team.
  • Responsible for design, delivery and coordination of training initiatives as needed throughout the corporation.
  • Responsible for data management associated with Quality Assurance process.



Equal Employment Opportunity / Affirmative Action Employer Tompkins Financial Corporation is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, marital status, family status, gender identity or expression, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.


Supplementary Duties:

Responsible for performing a variety of duties to support the assigned function and supervisor; coordinating work within the unit or department, as well as with other departments and units; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.


Qualifications and Education Requirements:

Minimum of an Associates Degree with preference given to business, Quality Assurance Management or equivalent studies.



Strong facilitation skills Detail orientation – High level Ability to focus on detailed tasks for extended periods of time Ability to have complete and thorough follow through on investigative processes Ability to apply performance consulting techniques Capability to design and deliver a wide variety of training solutions Experience of partnering with third parties Critical thinker with demonstrated problem solving skills Strong and effective communicator in written and oral communications Articulate and confident standing up and delivering to large audiences Organized and self starting Results driven with the ability to handle multiple deadlines under pressure. Proficient in all Microsoft Products Technology saavy A minimum of one (1) year experience in related positions normally required


Major Responsibilities:

Track each employee system processes via the quality assurance review. Complete an annual quality assurance review on each employee. Participates in the design, development and implementation of learning program strategies to meet company needs and program goals. Participates in the development of ongoing company training programs and communicates effectively to staff. Supports management in ensuring skills learned in training programs are reinforced with staff by creating job aids and other learning reinforcement tools. Participates in New Employee On-Boarding and Orientation Programs as required. Travels as needed to identify training needs, provide one on one coaching, and facilitate training programs. Provides skill development and one on one training as requested. Train new employees and new acquisition employees in: Agency Management Systems Agency Procedure Manual Kronos Outlook Home directory (H Drive) Agency approved websites Basic training on Excel files (i.e. Claims Manual & Company Contact Information) Provide technical support for Agency Management Systems to the individual department team members. Maintain and update the agency’s procedure manual based upon the procedure meetings and keep employees informed of changes. Works closely with Business Partners to identify and support strategic initiatives that will optimize workplace performance in support of business goals. Keeps abreast of learning and development trends and strategies and works to implement them. Provides support to Subject Matter Experts engaged to facilitate or design training programs. Participates as requested as project leads or team members. Perform special projects at management’s request.