Quality Control Manager

Providencia•El Paso, TX

14d•Onsite

About The Position

The Compliance and Quality Manager is responsible for ensuring that all aspects of the organization’s program operations are compliant with policies and procedures specified by the client, as well as applicable federal, state, and local laws and regulations and the organization’s own high standards for ensuring the safety and care of families and unaccompanied children during escort. This includes collaborating with Operational leadership and supporting department leadership to ensure all quality control plans are executed in compliance with contract requirements. This includes having oversight of the Quality Assurance Surveillance Plan (QASP), Audit Plan, Quality Reporting and Performance Improvements.

Requirements

Possess a Master’s degree from an accredited university (relevant experience may be substituted with a bachelor’s degree)
At least two (2) years or more of documented experience in a field related to program management, business administration, face to face case management, working with crisis & hidden populations, or similar occupational area
Two (2) years of experience in either compliance, quality assurance, or another field related to the implementation and monitoring of programmatic compliance to licensing, accreditation, and/or policies.
Knowledge of the Trafficking Victims Protection Reauthorization Act (TVPRA), Flores Settlement Agreement, and other laws and regulations applicable to unaccompanied children and family units.
Experience with quality assurance, auditing, performance metrics, risk management, and continuous improvement framework
Available to work a flexible schedule, including nights and weekends.
Must be able to travel for extended periods of time (up to 50%).
Have strong organizational and interpersonal skills.
Must possess excellent written and verbal communication skills.
Be able to manage multiple priorities simultaneously and follow through successfully
Complete a Drug Test.
Must be at least 21 years of age.
A valid U.S. Driver’s license.
Available to travel as necessary.
Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
Must be a U.S. Citizen
Child Abuse/Neglect Report (CAN) or child protective services check to the satisfaction of contract requirements.
Internal background check to the satisfaction of contract requirements.
Favorable credit check for all cleared positions
Ability to obtain/maintain a Security Clearance
Must have mobility to attend meetings with other managers and employees and ability to regularly travel via air, car, train, etc.
Must be able to write, type, and use a telephone system 75% - 100% of the time.

Nice To Haves

Proficiency with the spoken Spanish language is helpful.

Responsibilities

Ensure all teams adhere to internal quality standards, performance metrics, and SOP requirements as defined in the QASP.
Lead the implementation and management of the Quality Control program including managing the Audit Plan, maintaining quality reporting, leading risk management activities, and overseeing continuous improvement initiatives.
Oversee quality control of in person engagement, cases documentation and observations reported from field team staff assigned to conduct onsite safety and wellbeing check ins.
Creation of SOPs, FAQs, scripts and resources for field team staff focused on professional etiquette, conduct, and interaction with clients in their homes.
Monitoring of compliance for all SOPS, code of conduct, and support resources developed for onsite visit field staff.
QC home visit observations reported as high risk, abuse and neglect.
Serve as a resource and support for field team staff in defining onsite observations and next course of action.
Participate in the recurring review/updating of all programmatic policies, procedures and training materials to incorporate best practices and validate ongoing compliance.
Support with the drafting and development of new policies and procedures.
Perform quality assurance audits, accuracy & timelines checks, maintain audit scripts and monitor adherence to contract deliverable requirements.
Conduct scheduled audits of case processing workflows, report accuracy, and internal deliverable performance against contract AQL standards.
Analyze audit data, quality results, and performance trends to identify areas for improvement and inform of performance enhancement initiatives.
Perform root cause analyses of performance or compliance issues as needed.
Determine appropriate corrective actions in coordination with managers.
Track completion and assess effectiveness of all corrective actions.
Collaborate with Leadership to conduct regularly scheduled and unannounced internal audits to ensure program compliance.
Make thoughtful recommendations to improve compliance and the overall service and care provided by the organization.
Ensure contractual compliance with all reporting requirements for all areas of the organization including monthly QC reports and results tied to deliverable performance standards.
Immediately inform Management and program stakeholders of any potential issues or noncompliance.
Escalate identified quality risks, recurrent audit issues, or performance failures to project leadership for mitigation.
Liaise with client inspection teams as needed.
Maintain comprehensive, well-organized records of all compliance activities to include comprehensive records of audit results, SOP revisions and quality reports.