Quality Assurance Specialist Lead - Procedures & Training

YMCA of San Diego County•San Diego, CA

4d•$34 - $41•Remote

About The Position

The Quality Assurance Specialist Lead supervises and coordinates the Quality Assurance Team and upholds program quality and integrity. The role ensures contract deliverables and compliance with California state contracts, establishes efficient workflows and business practices, conducts quality checks, and meets state reporting requirements for a large department. It also oversees staff training and group facilitation. The position may support Provider Support Service or Family Support Services in Procedures and Training. Responsibilities include training new and existing staff on departmental policies, procedures, regulatory updates, participant services, data management systems, and system workflows; maintaining training materials and facilitation methods; and communicating policy, procedure, and service changes to staff. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The role is designated remote within the San Diego County region, with in-person work required up to five days per week at the Chula Vista, North Park, or Escondido office during department-wide new and ongoing trainings. The designation may change based on business needs, and the position may require full-time office-based work. Travel throughout San Diego County is required, with occasional travel outside the county for trainings and conferences, including overnight travel.

Requirements

Bachelor’s degree in child development, human services, or a related field, or four years of equivalent related experience.
At least six years of work experience, including four years of contract compliance experience within a community-based organization serving children, youth, families, and/or adults, and two years of program coordination experience in a comparable state- or locally-funded subsidy childcare or child development program.
Demonstrated experience and competency working with groups and individuals from diverse social, ethnic, religious, socioeconomic, and cultural backgrounds, with the ability to coach and model in this area.
Ability to interpret and communicate complex contract regulations effectively.
Demonstrated participation in program policy, technology, or customer service projects aimed at improving program efficiency.
Strong customer service, conflict de-escalation, active listening, and communication skills, with the ability to coach and model these skills.
Ability to read and interpret regulations, contracts, policies, and other complex materials.
Clear and effective communication skills, including explaining regulations, contracts, policies, and complex programming.
Proven leadership skills and ability to work effectively both independently and as part of a team.
Strong interpersonal skills, including the ability to build trust and work effectively with diverse people.
Ability to work in both office and remote environments and transition between work settings as needed.
Access to reliable transportation for travel throughout San Diego County and ability to travel outside the county for trainings and conferences, including occasional overnight travel.
Obtain Adult and Child/Infant CPR/AED and First Aid certification within 30 days of hire from the American Red Cross, American Heart Association, or American Safety and Health Institute.
Undergo fingerprinting before beginning work and subsequent arrest notifications; additional clearances may be required, including exclusion and debarment checks before the first day and monthly thereafter.

Responsibilities

Oversee and guide staff in managing contract deliverables, ensuring contract compliance, optimizing workflows and business practices, and maintaining quality assurance and reporting requirements.
Develop, implement, and refine training for new program staff and provide ongoing training to existing staff on regulatory updates.
Oversee regular monitoring of program quality to ensure compliance with state, county, and agency regulations.
Interpret program rules, regulations, and timelines and create Standard Operating Procedures, memorandums, and training materials.
Coordinate training sessions on departmental standard operating procedures, policies, participant services, and data management systems.
Maintain audit results using report templates, analyze findings, and develop improvement plans.
Use audit data to identify areas for improvement and resolve workflow issues.
Collaborate with leadership to develop and implement the departmental operating and strategic plan.
Lead and participate in software product testing; develop related software and data collection forms, standard operating procedures, training materials, and training calendars.
Lead the team in entering data into program software systems, review and maintain database systems, and track information for program statistics and reports.
Supervise Quality Assurance Specialists and/or Subsidy Support Specialists, including Subsidy Support Specialist Advanced.