Quality Assurance Manager

Job Summary

Develops, implements, and maintains all quality enhancement systems, coordinating the flow of information across departments. Works cooperatively with all program managements and division directors to ensure regulatory compliance and the integrity of program policies, case files, support plans, and related documentation. Provides regular reports on program outcomes to program supervisors, outcomes information for public relations, and grant applications and reports.

• Oversee and manage the Quality Assurance programs of the agency, including leading the Quality Assurance Committee. Work with managers, directors, and administration to ensure programs meet goals in accordance with the agency Strategic Plan. Provide information regarding quality improvement efforts and make recommendations for improvement.
• Utilize various data analytics tools including, but not limited to, Microsoft Power BI to translate data results into reports and visualizations that are meaningful to management and key stakeholders.
• Supervise the Data Quality Specialist to ensure data integrity and quality across programs.
• Implement QA processes to evaluate services including:
• Assist programs in setting goals and metrics to meet both mission and funding requirements.
• Distribution, tabulation, and reporting of client and employee satisfaction surveys, ongoing program monitoring, and other reporting, as requested by stakeholders.
• Coordinate QA evaluation of services (record review, observation, and interviews).
• Report on QA program outcome evaluations quarterly, at minimum, as an accompaniment to the QA work plan.
• Coordinate year-end program reviews.
• Collaborate with division directors on development and implementation of new programs, including:
• Research new opportunities and compile data to assist in building case statements for funders or partners in new initiatives.
• Assist division directors with developing procedures, policies, and coordinating logistics to onboard new programs.
• Establish metrics and evaluation procedures.
• Monitor compliance of program standards with funder/statutory requirements.
• Oversee annual internal monitoring surveys of program procedures.
• Coordinate the implementation of licensing and accreditation standards (such as CARF) for applicable programs.
• Develop and make recommendations for procedures and policies, which comply with State and Federal regulations, as well as enhance the overall operations of the agency.
• Serve as system administrator for various data systems, help build workflows and assessments, train staff, and write procedures.
• Maintain Agency Policies and Procedures manual – revising, updating, and developing policies as needed.