Quality Assurance Manager (816210)

Quality Assurance Manager

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

Manage and update internal tracking systems. Supervise and manage EARN Quality Assurance Specialists in multiple counties. Review case files to ensure compliance with contractual agreements. Adhere to EARN policies and procedures. Conduct file and system maintenance reviews for all EARN programs and activities. Assist with the development, implementation and enforcement of quality assurance plans. Conduct Company Quality Measurement Tool standard quarterly reviews to ensure standard operating procedures and services are being effectively delivered. Recommend corrective actions; implement corrective action plans, regarding overall project success. Ensure participant timesheets are submitted timely. Customer satisfaction results to senior management and keeps senior management informed as to the status of program case management and performance. Develop and maintain Standard Operating Procedures. Develop and coordinate training activities to ensure that all operations staff are properly trained to implement project activities effectively. Assist and manage weekly follow-up calls to Workforce Innovation and Opportunity Act customers to update employment status. Direct related work experience in quality control or performance monitoring. Familiarity with applicable federal, state and local laws and regulations. Accustomed to complex, fast-paced and confidential work environment. Excellent written and verbal communication skills including understanding the legal language of contracts. Demonstrated computer skills, able to use various software programs for correspondence, reports, statistical compilation and analysis, and database access. Must establish and maintain effective working relationships with, and among, all personnel. Must support the mission of the Company. Must be able to work occasionally long or extended hours, including weekends. Must maintain the confidentiality of all information housed in the division. Other work-related duties as assigned.

Qualifications

Bachelor's Degree required in human services related field or two years equivalent work experience in TANF / EARN funded programs and a minimum of two years of contract experience. Preferred have managed federal programs (Preferably an EARN Program). Must pass State criminal background check and drug screen. Must be able to pass Office of Motor Vehicle check and be insurable through the Company's automotive liability carrier. Must provide own transportation and maintain proper vehicle registration and insurance. Must be able to tolerate frequent periods of high stress, heavy workload and multiple priorities. Extensive standing, sitting, computer, phone, and desk work required; work primarily in a defined office environment with specified hours, although flexible hours may be required. Must be able to interact one-on-one and in groups with individuals from a diverse range of backgrounds. Availability for occasional out-of-office meetings, conferences, and other events may be required; travel may be required.