The Quality Assurance Manager is responsible for leading and overseeing the organization's comprehensive quality assurance, compliance, and continuous quality improvement activities. Reporting to the Director of Quality Assurance, this role provides direct supervision to Quality Assurance Associates and is responsible for ensuring organizational adherence to regulatory, contractual, and accreditation standards, including CARF requirements.
RESPONSIBILITIES AND DUTIES- Lead and coordinate all CARF accreditation activities, including readiness planning, policy and procedure review, evidence collection, mock survey preparation, corrective action planning, and ongoing compliance monitoring to maintain accreditation standards.
- Oversee health and safety compliance for all organizational locations by partnering with designated site representatives to ensure consistent monitoring, documentation, corrective actions, and regulatory compliance.
- Supervise Quality Assurance Specialists and provide leadership, coaching, mentoring, and performance oversight to ensure quality objectives and departmental expectations are achieved.
- Organize, facilitate, and participate in quality assurance, compliance, satisfaction, and continuous improvement committees and workgroups.
- Prepare executive-level reports, dashboards, summaries, and presentations related to quality initiatives, performance outcomes, risk trends, and improvement activities.
- Oversee the design, administration, analysis, and reporting of participant, caregiver, stakeholder, and employee satisfaction surveys. Design and implement innovative stakeholder satisfaction and feedback strategies, including continuous feedback mechanisms, technology-based surveying methods, and real-time data collection approaches.
- Analyze survey results, identify trends and opportunities for improvement, and collaborate with leadership to develop action plans and quality improvement strategies. • Manage and oversee the organizational "close the loop" process to ensure stakeholder concerns and feedback are appropriately addressed and monitored for resolution.
- Utilize technology, automation, artificial intelligence (AI), and emerging tools to improve quality assurance processes, reporting capabilities, stakeholder engagement, and operational efficiencies.
- Oversee incident reporting, grievances, complaints, and escalation processes to ensure timely review, investigation, documentation, resolution, and compliance with internal and external requirements.
- Receive, investigate, monitor, and respond to Better Business Bureau complaints and other external complaints or escalations within required timelines.
- Monitor and trend incident, grievance, complaint, audit, and satisfaction data to identify systemic concerns, operational risks, training needs, and preventative measures.
- Lead and oversee data integrity initiatives, including audits, validations, quality checks, reporting accuracy, and monitoring of organizational data systems.
- Ensure accurate tabulation, maintenance, analysis, and reporting of quality assurance and satisfaction data for leadership review and strategic planning.
- Conduct comprehensive quality reviews utilizing large data sets to identify trends, risks, process gaps, operational concerns, and opportunities for improvement.
- Develop and implement proactive quality monitoring strategies without reliance on extensive contextual background, utilizing analytical reasoning and independent assessment skills.
- Analyze data trends and provide actionable recommendations to leadership to improve operational performance, compliance outcomes, customer experience, and organizational effectiveness.
- Identify opportunities to improve operational workflows, customer experience, reporting processes, and organizational efficiencies through data-driven analysis and quality improvement methodologies.
- Collaborate cross-functionally with operations, compliance, training, customer service, IT, and leadership teams to support organizational goals and quality initiatives.
- Support organizational risk management and compliance activities through ongoing monitoring, reporting, and corrective action follow-up.
- Maintain strict confidentiality of sensitive organizational, participant, employee, and operational information.
- Perform additional duties and special projects as assigned.
- Uphold company mission, vision, and values in all interactions and responsibilities.
EDUCATION- Bachelor's degree in business administration or related field preferred.
EXPERIENCE AND QUALIFICATIONS
- 3-5 years of experience relevant to the work performed.
- Direct experience preparing for CARF Accreditation (Commission on Accreditation of Rehabilitation Facilities) preferred.
- Experience working with large and complex data sets, including the ability to independently identify trends, risks, and areas requiring further review.
- Knowledge of principles and processes for quality improvement, compliance, and technical reading/writing.
- Strong analytical and critical thinking skills with the ability to make informed recommendations based on data and quality indicators.
- Experience developing and administering satisfaction surveys, stakeholder feedback initiatives, or customer experience programs preferred.
- Operation of computerized software programs, databases, and basic office equipment. Comfortable learning and utilizing new technologies, including AI-based tools and automation platforms, to improve processes and outcomes.
- Strong knowledge of Microsoft Excel, including data analysis, formulas, pivot tables, reporting, and trend analysis.
- High level of confidentiality.
- Demonstrate the ability to balance work pressure with time management skills.
- Experience in supervision, business management and leadership.
- Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines by planning and organizing.
- Excellent written and oral communication skills.
- Effective decision-making skills.
- Excellent organizational skills with the ability to manage multiple priorities, deadlines, and quality initiatives simultaneously.
- Experience in working, initiating and maintaining highly effective team.
WORK ENVIRONMENT- Work is performed in a typical office setting.
As a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, GT Independence supports tens of thousands of people across the country as they find and hire their own caregivers or personal assistants.
Our QA team is driven by trust, autonomy, and-yes-fun. We believe great teams come from people who are intrinsically motivated, empowered, and valued. We respect each other, we care about the work we do, and we succeed because we work with purpose.
We value excellence, but we won't micromanage to achieve it. If you are self-motivated, we give you the space and support to grow and thrive. Team members enjoy flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth.
Grow your career with us. Grow your impact with us.
