Quality Control and Training Specialist- remote anywhere in the US
What we do KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care. Hundreds of agencies in the publicly funded child care sector use KinderSystems applications via the cloud or mobile devices to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve. The Quality Control and Training Specialist role encompasses the entire quality control and training lifecycle—including system testing, training program development and delivery, assessment and evaluation, quality assurance, and cross-functional collaboration—and is specifically responsible for ensuring company standards and compliance requirements are met by all Customer Success Representatives through the review and rating of support calls and tickets, based on standards outlined in the QC&T Work Process Plan. What you’ll do: • System Testing & Demonstrations • Conduct thorough system testing to uncover issues, optimize performance, and improve usability. • Collaborate with cross-functional teams to report and resolve bugs. • Lead engaging system demonstrations for internal teams, clients, and stakeholders. • Training Design & Delivery • Develop engaging training programs, materials, and resources—study guides, presentations, exercises, and job aids. • Deliver interactive training through workshops, webinars, and online modules. • Support execution of customer training plans alongside the QC&T Manager. • Assessment & Evaluation • Create and administer training assessments and surveys to measure impact and effectiveness. • Analyze feedback and data to refine programs and close knowledge gaps. • Quality Control & Performance • Monitor agent performance through QA methods such as call reviews and analytics. • Provide constructive feedback and coaching to promote continuous improvement. • Maintain and evolve QC standards and documentation. • Collaboration & Communication • Build strong relationships across teams to stay ahead of product changes and client needs. • Communicate training updates, outcomes, and metrics clearly with all stakeholders. Who you are • Strong interpersonal, writing, and verbal communications skills (technical writing skills are preferred) • Experience working in a support center, preferably SaaS, where you are constantly multi-tasking and using multiple systems • Excellent critical thinking and troubleshooting skills, and the ability to continue to work the problem until you find a resolution • Experience within the childcare industry, preferable experience within a subsidized childcare program. Experience with KinderSystems software is a huge plus! • Experience with Microsoft Word, Outlook, and Excel is required • Fluent Spanish speaking skills are a plus, but not required • Experience using multi-authoring tools like MadCap and Flare is a plus! • Ability to work well with others, manage resources wisely, and effectively communicate with individuals. What We Offer • The ability to work from anywhere in the United States, this position is primarily remote with travel required once per year, or as needed. • The hourly rate is $22-$25 per hour • Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date • 401(k) retirement plan, with company match • Paid company holidays and generous PTO • Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families. KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Apply tot his job