Senior Specialist, Training & Quality Assurance

Society for Human Resource Management (SHRM)

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: or TDD (703) 548-6990.

Position Title: Senior Specialist, Training & Quality Assurance

Location: 1800 Duke St, Alexandria, VA 22314, USA

Posted Date: Tuesday, March 11, 2025

Requisition ID: 1082

Description: Senior Specialist, Training & Quality Assurance
1800 Duke St, Alexandria, VA 22314, USAReq #1082
Tuesday, March 11, 2025
SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today's evolving workplaces. With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

Summary
The Senior Specialist, Training and Quality Assurance develops and serves the HR professional by assisting in the implementation and maintenance of the HR Knowledge Center's training and quality programs. This role is responsible for training and developing the team of Knowledge Advisors who assist the organization's members and customers with their Human Resources related inquiries, has current knowledge of laws and regulations applicable to the workplace and human resource management, and disseminates trainings that will enhance the competencies of the team as it relates to subject-matter expertise, customer service and business operation processes.
Responsibilities
Training and Continuous Development:
Identifies areas for HR Knowledge Advisor professional development, develops training plans and proposes training programs and objectives.Designs and facilitates training and/or works with subject matter experts to design and facilitate training using sound instructional design practices.Conducts training and development needs assessment, and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops that are most effective based on training goals.Develops, implements and maintains on-boarding processes for new team members to ensure acclimation to the organization and responsibilities.Obtains, develops and provides the team with current and relevant training resources including but not limited to programs, materials, manuals, handouts, aids, to assist individuals in handling a wide variety of topics, questions and situations.
Operations and Quality Assurance
Monitors calls and reviews chats and emails to assist the Manager, Knowledge Operations in ensuring accuracy, helpfulness, friendliness, and that defined standards are met.Reviews and interprets reporting including member satisfaction survey responses daily, providing coaching and training recommendations and replying to members as appropriate.Assists with generating quality reports and sharing results with the Knowledge Center management for use in performance management, service improvement and development of training resources.Conducts regular calibration sessions with management to assure fairness and consistency.Reviews quality measures and procedures and modifies them as needed.Partners with the Operations Manager and Quality Assurance Manager to schedule peer review meetings.Provides current and relevant resources to HR Knowledge Advisor Lead Specialists and HR Knowledge Advisors to assist them in handling complex member questions. Partners with the team to identify trends in member interests and trending topics for planning and resource development purposes.May serve as a project manager or lead on some projects.Consistent with SHRM's Guiding Principles, partners with management to plan and implement strategic initiatives in support of the organization's goals, mission, and vision.Other duties as assigned or required.
Education & Experience Requirements
Education:
High School Diploma or equivalent required.Bachelor's degree in human resources or a related field preferred.
Experience:
At least seven (7) years of progressive experience in all areas of human resource management with practical, hands-on HR generalist experience or eleven years of progressive professional experience in lieu of a degree. Experience as HR practitioner in different industries and environments (e.g., union, federal contracting) preferred.Experience in training and development and quality assurance preferred.Excellent analytical skills with the ability to translate complex data into meaningful insights preferred.Exceptional communication skills, both written and verbal preferred.Experience leading projects and collaborating across multiple departments preferred.Problem-solving mindset with attention to detail preferred.Knowledge, Skills & AbilitiesDemonstrated strategic thinking and customer orientation.Strong collaboration, leadership, and team engagement skills.Demonstrated commitment to customer service and an ability to create innovative solutions to meet member needs.Ability to model excellence in customer service and hold staff to a very high standard.Resourceful, diplomatic, and focused on the day-to-day Human Resource practice needs of members.Ability to understand and utilize various systems (Customer Relationship Management, Automatic Call Distributor, Workforce Management, and Quality Assurance.Proficient with Microsoft Office.Excellent internet researching skills.Strong oral and written communication skills.Creative problem solving and decision-making skills.Highly organized, ability to prioritize and execute tasks independently.Offer valuable input for operational improvements.Ability to work in a team-oriented environment.
CertificationsSHRM-Certified Professional (SHRM-CP) or SHRM-Senior Certified Professional (SHRM-SCP).
Physical Requirements
This position operates in a typical office environment and requires the ability to perform essential job functions with or without reasonable accommodation. Physical requirements may include:
Prolonged periods of sitting at a desk and working on a computer.Frequent use of hands and fingers for typing, handling documents, and using office equipment.Occasional standing, walking, bending, and reaching.Ability to lift and carry up to 30 pounds as needed.Clear verbal and written communication skills for effective interaction with colleagues and stakeholders.
Work Environment
Hybrid Position (3 Days In-Office, 2 Days Remote):
This position follows a hybrid work schedule, requiring in-office presence [three days per week] and remote work [two days per week]. Core work hours will be designated by the department. The office environment includes a standard workstation setup with collaborative spaces, while remote work requires a reliable high-speed internet connection and a suitable home workspace. Employees must maintain availability during standard business hours and adhere to company policies for both in-office and remote work.
Travel: 0 - 10%

#LI-Hybrid

The hiring range for this position is $75,000 to $95,000 per year. This range is an estimate and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran's status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other detailsJob Family00 - Knowledge Center Job Function00 - Primary Pay TypeSalary Apply Now

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Equal employment opportunity, including veterans and individuals with disabilities.

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