Lead Quality Assurance Manager

Bethany Christian Services USA • Charlotte, NC

2d

About The Position

Bethany Christian Services is seeking a Refugee and Immigrant Children Quality Assurance & PSA Lead Manager to oversee quality assurance, contract compliance, and related PSA tasks for the assigned branch location(s). The role supports the agency’s Christian mission and works with staff, program leadership, stakeholders, and national QA colleagues to maintain compliance with program, agency, licensing, and accreditation requirements.

The manager leads the QA/PSA team and supports staff through training, supervision, policy communication, data analysis, audits, and preparation for monitoring visits. The role also monitors documentation and corrective action plans, responds to data and policy inquiries, and helps ensure that program operations meet applicable state, federal, and agency requirements. The role may include other duties based on program needs and supervisor direction.

Requirements

• Bachelor’s degree in Behavioral Sciences, Human Services, or Social Services from an accredited college.
• At least three years of experience working with child welfare standards, best practices, or quality assurance and compliance is preferred.
• At least one year of experience managing others is preferred.
• Excellent verbal and written communication skills.
• Ability to apply logic and critical thinking to problem solving.
• Reliability with time-sensitive deadlines and tasks.
• Demonstrated analytics and process-improvement ability.
• Ability to maintain a high level of confidentiality, work under pressure, and adapt to change.
• Prior experience using the Microsoft Suite, including proficiency in MS Excel; computer skills sufficient to perform essential job functions.
• Integrity and good moral character to provide appropriate care to RIC.
• Relevant experience and/or qualifications to work with RIC and RIC with special needs; properly trained and licensed as necessary.
• Ability to pass required medical examinations and fulfill essential job functions, including physical restraints of a resident.
• Successfully pass an annual TB test and document a preference to receive or decline Hepatitis immunization.
• Proof of immunity to respiratory-transmitted vaccine-preventable diseases: Varicella immunity through one of the listed vaccination, birth/history, titer, or provider-documentation options; MMR immunity through two doses or titers; and completion of the primary Tdap vaccination series, including an adult Tdap dose if the series was completed in childhood.
• At least 21 years old, with a valid driver’s license and at least three years of U.S. driving experience to operate a vehicle on behalf of Bethany.
• Pass an MVR check and maintain a reliable vehicle with proof of adequate insurance coverage.
• Pass a criminal history screen, including state and local child protection agency registries.
• Subscribe to and integrate the agency Statement of Faith, Mission Statement, and Commitment to Unity.

Nice To Haves

• MSW or a master’s-level degree in Social Services or an equivalent field of study.
• Bilingual Spanish/English fluency.
• At least three years of experience working with child welfare standards, best practices, or quality assurance and compliance.
• At least one year of experience managing others.

Responsibilities

• Oversee RIC contract compliance within the assigned branch location(s).
• Develop, train, and supervise staff whose responsibilities contribute to RIC contract compliance, in alignment with job requirements, program and agency expectations, DHHS licensing, and COA requirements.
• Collaborate with stakeholders to provide data and analysis as needed.
• Attend monthly provider calls and share policy updates with appropriate staff.
• Attend and participate in national QA meetings.
• Lead quality assurance and PSA-related tasks for the assigned branch location(s).
• Guide treatment teams in completing CLEs and collaborate with program directors until CLEs are resolved.
• Respond to staff policy questions and data inquiries and facilitate communication and training about relevant policy updates for the RIC team.
• Ensure timely and accurate responses to stakeholder data requests.
• Prepare and facilitate documentation for monitoring visits; serve with the Program Director as the point of contact for visits and be on site for all monitoring visits.
• Regularly audit physical and electronic files for compliance with policy and program services.
• Track, review, and update corrective action plans and other active compliance plans.
• Conduct weekly random audits of database systems for documentation, completion accuracy, and deadline compliance, in collaboration with the QA team or program leadership.
• Report quality or compliance concerns to the Program Director, including concerns involving files, caseloads, program policies, or state, federal, and agency requirements.
• Create and submit monthly/quarterly audit reports for at least 10% of portal files using standardized tools.
• Monitor and collect grievance data and remain familiar with Bethany grievance procedures.
• Prepare requested PSA documentation and submit it to external stakeholders when requested.
• Review and maintain the Daily Unannounced Round Report to ensure compliance, if applicable.
• Review program logs and checklists for compliance and accuracy, including medical, case management, and intake records.
• Manage and lead the QA/PSA team and other staff as assigned.
• Maintain reporting distribution lists for the site.
• Attend trainings and meetings as assigned by the supervisor.
• Stay current on agency, federal, and state regulatory requirements related to foster care and state child welfare licensing.
• Participate in Bethany-sponsored events if required or requested and complete other duties as assigned.

Benefits

• Training, professional development, and career growth opportunities.
• Comprehensive medical, dental, and vision insurance.
• 403(b) retirement plan with employer match eligibility.
• Generous time off, including 11 paid holidays, PTO Your Way, paid parental leave, and separate sick and paid absence banks.
• Education reimbursement for those who qualify.
• Employee assistance and wellness program.
• Employer-paid long-term disability and group term life insurance.
• Team environment with professionals motivated by faith, mutual support, excellence, and long-term commitment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager