SENIOR Q.A. AND TRAINING MANAGER - 55014482

Requisition No: 861488 

Agency: Department of Transportation

Working Title: SENIOR Q.A. AND TRAINING MANAGER - 55014482

 Pay Plan: SES

Position Number: 55014482 

Salary:  $102,312.83 - $132,404.84 

Posting Closing Date: 10/03/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SunPass Program

ANTICIPATED VACANCY

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: Lisa Morgan   

CONTACT PHONE NUMBER: 561-488-5303

CONTACT EMAIL ADDRESS: Lisa.Morgan@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $4,629.54

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

Our Mission

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.

Our Vision

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The Work You Will Do:

Senior Quality Assurance and Training Manager-Office of Toll Operations-SunPass Program

This position will direct the activities of Department and contracted staff to achieve the plans and objectives of the SunPass Operations Quality Assurance unit. The successful candidate will serve as the SunPass communications officer ensuring communications regarding SunPass program are accurate and effective, serve as contract manager for third-party collections contracts, and provide oversight and verifications for SunPass Operations budge.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

7941 Glades Road

Boca Raton, FL 33434

Annual Salary Range:

$102,312.83 - $132,404.84

Your Specific Responsibilities:

Directs the activities of Department and contracted staff in order to achieve the plans and objectives of the SunPass Operations Quality Assurance unit.  Directs and supervises the SunPass staff training programs and training staff, integrating quality assurance and quality control results into all training programs.  Directs and supervises the activities of the SunPass departments responsible for printing and mailing customer communications, ensuring communications are accurate, timely, and reflect current business operations.

Performs project oversight and management for the SunPass operations contractor.  Coordinates the support and development of staff recognition and motivation programs.  Oversees the Step Up program for the cost center.

Provides oversight and verification that all requirements associated with the Prison Rehabilitative Industries and Diversified Enterprises (PRIDE) contracts are met.  This includes both image verification and printing services.  Assures compliance through reports and on-site visits. Monitors and independently evaluates license plate read accuracy rates by employing statistically valid weekly, monthly, and quarterly audit procedures.

Serves as SunPass communications officer and ensures communications regarding the SunPass program are accurate and effective.  Handles external customer inquiries and concerns regarding specialty programs.  Ensures that interdepartmental information is disseminated as necessary.  Directs the activities of the Quality & Assurance unit in maintaining and keeping current the SunPass Policies and Procedures Manual.

Serves as contract manager for third-party collections contracts and all associated customer communications, including collection notices, website changes, etc.  Works with finance, accounting, and other personnel to assure day to day activities are in compliance with the contract.

Analyzes and reports performance results from the Key Performance Indicator (KPI) and Quality Assurance (QA) systems.  Develops and implements continuous performance and quality improvement solutions to SunPass operations management based on the KPI and QA analysis.  Updates, enhances and maintains the KPI and QA systems, ensuring the systems meet the objectives of the QA department and the organization.  Administers transaction based customer surveys and samples, calibrates and validates the results of quality monitoring programs.

Provides oversight and verification for SunPass Operations budget. Ensures monthly results are shared and communicated to all Senior Management.

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• staff development practices and principles
• basic business mathematics

Skills in:

• verbal and written communications
• using office equipment including personal computers, fax machines, copiers, and calculators

Ability to:

• coach and mentor staff
• lead, organize, and schedule the activities of a team
• supervise
• assist in identifying and documenting staff developmental needs and drafting evaluations
• work independently
• interpret management information reports and recommend or initiate corrective action as required
• maintain composure and professionalism in pressured situations
• establish and maintain effective working relationships with peers, superiors, and staff both within and outside the immediate organizational structure
• handle and maintain confidential information

SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.  In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office at (850) 414-5300 for assistance.  

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.