Quality Assurance Specialist

Outreach Works•Scranton, PA

About The Position

The Quality Assurance Specialist takes ownership of quality assurance processes on behalf of the Quality Assurance Director. The role leads day-to-day compliance efforts, promotes accuracy in agency data and reporting, and provides departments with guidance, follow-through, and sound judgment. The specialist supports Outreach’s mission of promoting family stability and economic self-sufficiency, and is expected to embrace its values of respect for individuals, high professional standards, meaningful relationships and belonging, and hope for the future. Team members also share responsibility for communicating Outreach’s impact to stakeholders and connecting program outcomes with the services delivered.

Requirements

Three or more years of related experience, or an equivalent combination of education and experience.
Associate's degree or equivalent from a two-year college or technical school is preferred.
Strong digital literacy and comfort using a variety of software programs and digital tools, including standard office applications.
Ability to quickly learn and adapt to new systems and technology.
Strong attention to detail and comfort troubleshooting technical issues.
Sound judgment and initiative, with the ability to work without close supervision.
Ability to hold colleagues and departments accountable to compliance timelines and guide and coach others toward consistent, high-quality practice.
Strong organizational skills and confidence speaking up, asking questions, and driving issues to resolution.
Valid Pennsylvania driver's license and proof of insurance.

Nice To Haves

Education or experience in Quality Assurance, Information Technology, Business, or Human Services.

Responsibilities

Lead the development and implementation of quality-related workflows in the internal case management system and maintain high standards for data collection.
Own assigned data collection for reports, grants, and funder requests; identify gaps and follow through to resolution.
Serve as a point of contact between the Quality Assurance Director and other departments, communicating data, compliance, and timeline expectations.
Lead assigned internal client-file audits, identify trends, and recommend corrective actions to strengthen program quality.
Communicate clear expectations and timelines to staff for qualitative and quantitative data related to process implementation, follow-up, and routine auditing.
Work with the CORD team to provide requested data promptly and with quality source documentation for auditing.
Assist with creating and implementing program Standard Operating Procedures.
Analyze outcome data and performance metrics to identify systemic errors or service gaps.
Prepare audit reports and executive summaries for upper management and regulatory agencies.
Coach and support staff in quality assurance practices and promote accountability and continuous improvement across departments.
Perform clerical duties and data entry as assigned.
Perform other duties as assigned.