Quality Assurance Manager
Career Team is a leading workforce development organization on a mission to transform lives. We blend cutting-edge technology with compassionate, high-touch services to drive real, measurable outcomes in the lives of job seekers across the country.
About the role
The Quality Assurance Manager is responsible for developing and executing a quality assurance plan for the Deep East Texas project while supervising the Quality Assurance team. This role works closely with leadership, including the Deputy Director and Project Director, to implement the quality assurance plan across all service areas, monitor for compliance, and drive continuous improvement.
Responsibilities
- Manage and monitor the quality assurance aspects of all workforce programs, including WIOA, TANF, and SNAP, ensuring contracts adhere to company standards and industry regulations
- Supervise the local Quality Assurance Specialists and provide relevant training to keep the team knowledgeable on compliance and contractual obligations
- Understand the policies and procedures specific to the programs and to Texas state policy, and ensure all team members are well-versed in these guidelines
- Collaborate with Corporate Quality Assurance Associates and local Quality Assurance staff to facilitate training that expands staff knowledge of policy and compliance
- Provide insight and recommendations for process improvements to enhance program and service quality
- Communicate issues detrimental to service quality to leadership for resolution
- Review enrollments, funding requests, and case notes in Work In Texas and provide feedback and corrections to staff in a timely manner
- Assist with monitoring, quality reviews, and yearly audits to maintain compliance and program integrity
- Travel to the Workforce Solutions Centers across the service area to conduct monitoring and quality reviews
- Approach each day and task with a "ZAG" mindset
- Other duties and projects as needed
Requirements
- Bachelor's degree or higher, or an equivalent combination of education and experience
- Experience managing and supervising staff in a similar capacity
- Experience with quality assurance, monitoring, or compliance in a workforce or grant-funded setting
- Highly knowledgeable about workforce programs such as WIOA, TANF, and SNAP, and the state system Work In Texas
- Strong analytical and problem-solving skills, with the ability to make well-thought-out decisions
- Computer literate with MS Word and Excel skills at a minimum, and the ability to learn specialized databases and software systems
- Ability to work in a variety of settings with a culturally diverse customer base and be culturally sensitive
- Excellent interpersonal, time management, customer service, organizational, and communication skills (oral and written)
- Strong multitasking abilities and a proactive approach to tasks
- Ability to thrive in a fast-paced environment while remaining flexible, proactive, resourceful, and efficient, and maintaining a high level of confidentiality
- Valid Driver's License
Preferred Skills
- Bilingual or multilingual
- Knowledge of TWC monitoring standards and grant/contract compliance requirements
- Master's or MBA degree
Pay
$49,000 - $53,000 / year
About Career Team
Founded in 1996, Career Team, LLC is a private workforce development organization. Career Team’s outstanding record of accelerating the human condition has resulted in numerous honors:
- Named by Inc. Magazine as one of America's 500 fastest growing privately held companies
- Recipient of the US Chamber of Commerce Blue Chip Enterprise Award for innovation
- Featured by 60 Minutes, CNN, Money Magazine, Inc. Magazine, and the British Broadcasting Network as an innovative, government-funded solutions program
- Invited to the White House after being cited by the National Welfare-to-Work Partnership and National Alliance of Business as a top 10 US training provider
As a socially conscious organization, Career Team has found a healthy balance between for-profit innovation and community enrichment. The organization continues to close the nation’s opportunity divide with additional government-funded workforce sites while also building staff capacity of workforce funding sources and industry providers.