Quality Assurance Lead
About The Position
The Quality Assurance Lead ensures program quality, compliance, performance, and continuous improvement across Workforce Development services, including One-Stop/Workforce Center operations and Child Care Services. The role monitors program performance, researches and resolves deficiencies, provides technical assistance, and supports consistent implementation of policies, procedures, funding-source requirements, and applicable regulations. The Lead also serves as a training and leadership resource, working with management to train, coach, and develop staff to strengthen operational effectiveness, accountability, and service delivery. The position develops and maintains monitoring plans, schedules, reports, corrective-action follow-up, and performance summaries. It partners with management and program leadership to evaluate program effectiveness, operational performance, compliance, and service quality, and maintains accountability for standards established by Southwest Key Workforce, funding sources, and applicable agencies. The role also supports staff development through individualized goals, training, supervision, hiring and onboarding, and ongoing technical assistance. The Quality Assurance Lead coordinates staff training on policies, procedures, compliance, documentation, data integrity, customer service, quality standards, program updates, corrective actions, and leadership expectations. The role participates in management and leadership meetings, program reviews, and professional development activities, and promotes accountability, collaboration, continuous improvement, professional development, and high staff morale. Travel to program sites and related events is required.
Requirements
- Bachelor’s degree.
- At least 3 years of previous work experience in quality assurance, workforce development, program compliance, operations, training, or a related field.
- Ability to clearly read, write, and communicate information to internal and external stakeholders.
- Knowledge of program management, quality assurance, compliance, office procedures, and staff development.
- Ability to lead and supervise professional and support staff.
- Computer proficiency and ability to operate standard office equipment.
- Ability to lead and motivate others in a manner conducive to high productivity and morale.
- Excellent verbal and written communication skills.
- Demonstrated customer service skills.
- Familiarity with the communities served and knowledge and understanding of local needs and resources.
- Valid driver’s license and qualified-driver status under the Company’s Vehicle Safety Guidebook standards.
Nice To Haves
- Bilingual in English and Spanish.
- Experience with Texas Workforce systems, TWIST or successor systems, One-Stop/Workforce Center operations, and/or Child Care Services.
Responsibilities
- Develop, implement, and maintain monitoring plans for Workforce Development programs, including One-Stop/Workforce Center operations and Child Care Services.
- Partner with management and program leadership to evaluate program effectiveness, operational performance, compliance, and service quality.
- Maintain system accountability for standards established by Southwest Key Workforce, funding sources, and applicable agencies.
- Develop monitoring schedules, reports, corrective-action follow-up, and performance summaries for leadership and supervisory staff.
- Ensure adherence to Texas Workforce Commission data integrity, documentation, case management, and quality requirements for assigned programs.
- Assess staff training, procedures, tools, and development resources, and recommend improvements based on monitoring results, performance trends, policy changes, and operational needs.
- Oversee plans for individualized staff goals, training, and supervision to promote growth and development.
- Provide technical assistance, policy interpretation, and quality-improvement guidance to program staff, supervisors, and management.
- Supervise assigned staff, participate in hiring and onboarding as appropriate, and ensure new employees receive structured training.
- Maintain knowledge of Workforce Development services, One-Stop service delivery, Child Care Services, contracts, policies, procedures, performance measures, and funding-source requirements.
- Lead and coordinate staff training in partnership with leadership on program requirements and operational expectations.
- Participate in Management Team and leadership meetings, program reviews, and professional development activities.
- Promote accountability, collaboration, continuous improvement, professional development, and high staff morale.
- Travel to Workforce Centers, Child Care Services locations, meetings, trainings, monitoring activities, and other program-related events as required.
- Facilitate staff training, leadership development sessions, group orientations, and program presentations as assigned.
- Respond to changing priorities, regulatory requirements, operational needs, and other essential duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
