• Operations Administration
  • Philadelphia, PA, USA
  • Full Time

ECFMG offers competitive compensation and excellent benefits including generous coverage for health, dental and vision insurance, 15% employer contribution to retirement, 100% tuition reimbursement, and many other great benefits. ECFMG is an equal opportunity employer.

ECFMG is seeking an Operations Training and Quality Assurance Specialist in the Philadelphia, PA office. The Operations Training and Quality Assurance (QA) Specialist is responsible for leading the planning and implementation of educational/training strategies for all Operations staff. Additionally, this role leads Operation's efforts to leverage technologies to advance education, training, improve departmental operations, and quality assurance initiatives.  The Training and QA Specialist supports Departmental managers to guide the development of training content that is consumable by all levels of staff. In addition, the Training and QA Specialist is responsible to provide recommendations for improvement to training content and/or the format in which it is delivered. This role also develops assessment tools to measure staff knowledge. As needed, the Training and QA Specialist will deliver training content via in-person or electronic formats to various audiences.


  1. Works with Director to lead Operation's efforts to develop, refine, implement and enhance training and quality assurance processes
  • Leads efforts to effectively and accurately develop standardized training and assessment tools.
  • Determine staff training and remediation needs to guide staff performance.
  • Guides training and QA initiatives, working collaboratively with all staff and managers.
  1. Plans, develops, and manages QA assessment tools to ensure that Operations Staff are knowledgeable of processes and maintain an acceptable level of accuracy.
  • Leads efforts to create and supports on-line and in-person training programs, visual aids and presentations.
  • Serves as the lead on Operation's application and use of technologies to advance education, training, improve departmental operations, and quality assurance initiatives.  
  • Leads development and revisions of descriptions and supporting text for training materials.
  • Develops and delivers webinar content as applicable.
  1. Procedure Development and Staff Training
  • Support Operations managers by leading efforts in the creation and development of processing procedures and guidelines.
  • Oversee development, enhancement, and delivery of on-boarding processes for new hires - both full time and temporary staff.
  • Using discretionary judgment, develops comprehensive communications regarding training and QA plans for Operations.
  • Develop training guides and serve as primary staff trainer and coach.
  • Support Operations managers by Identifying, developing, and implementing process improvements.
  • Lead classroom training, demonstrations, on-the-job training, meetings, and any other workshops that support the training objectives of the Operations teams.
  • Support Operations managers by leading  routine quality assurance of staff processes.
  • Direct efforts such as planning the implementation and facilitation of activities and events, budget spending, material production and distribution as well as other resources to ensure training is managed within authorized budget.
  • Guide training staff to ensure they are effective in their training methods; provide "train-the-trainer" sessions or other applicable development efforts to ensure the effectiveness of departmental trainers as needed.
  • Lead the development of training materials and/or sessions focused on both hard and soft skills.
  1. Provides reports on a regular basis, and as directed or requested, to keep Director informed of the operation and progress of Operational training and QA efforts.
  • Track delivery of Operations training sessions and assessment scores to provide metrics on effectiveness of training tools and identify staff remediation needs.
  • Propose, prepare and implement training budget.
  • Perform other duties as assigned by Director.


  • Excellent training and/or adult teaching skills.
  • Detail-oriented, with a focus on Quality Assurance.
  • Excellent administrative and organization skills for effective project management.
  • Able to work independently, prioritize tasks and achieve goals.
  • Able to work well with all levels of professionals.
  • Exemplary oral, written, and interpersonal communications skills.
  • Strong presentation skills.
  • Ability to quickly learn and understand complex processes in order to create robust and accurate training materials.
  • Ability to develop and implement ideas for training and quality assurance initiatives.
  • Demonstrated leadership skills, including ability to provide training in a positive and collaborative manner.
  • Must be able to quickly learn new policies and procedures, and communicate same to staff.
  • Must be able to quickly learn new technology systems, and train staff on same.
  • Effective organizational skills with the ability to manage multiple responsibilities.
  • Ability to make sound decisions using discretionary judgment.


  • Minimum of three years' experience in a professional organization conducting training and quality assurance practices.
  • Proven training and communication skills required.
  • Experience with developing training materials required.
  • Experience with adult education required.
  • Experience with change management principles, preferred.
  • Experience with work-flow systems preferred.
  • Experience with customer service and call centers, a plus.
  • Experience with Learning Management Systems (LMS) a plus.  


  • Bachelor's Degree required, Master degree preferred.
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