Full-Time
Compliance and Quality Control Manager
The Providencia Group
No salary listed
No H1B Sponsorship
El Paso, TX, USA
In Person
Travel of up to 50% may be required, including extended periods.
US Citizenship Required
Bachelor's, Master's
Category
 QA & Testing (1) |
|---|
Required Skills
Microsoft Office
Quality Assurance (QA)
Risk Management
Requirements
- Possess a Master’s degree from an accredited university; relevant experience may be substituted with a bachelor’s degree.
- Have at least two years of documented experience in program management, business administration, face-to-face case management, work with crisis and hidden populations, or a similar occupational area.
- Have two years of experience in compliance, quality assurance, or a related field involving implementation and monitoring of programmatic compliance with licensing, accreditation, or policies.
- Have knowledge of the Trafficking Victims Protection Reauthorization Act, Flores Settlement Agreement, and other laws and regulations applicable to unaccompanied children and family units.
- Have experience with quality assurance, auditing, performance metrics, risk management, and continuous improvement frameworks.
- Be available to work a flexible schedule, including nights and weekends.
- Be able to travel for extended periods of time, up to 50%.
- Possess strong organizational and interpersonal skills.
- Have proficiency in spoken Spanish; this is helpful.
- Possess excellent written and verbal communication skills, manage multiple priorities simultaneously, and follow through successfully.
- Complete a drug test.
- Be at least 21 years of age.
- Possess a valid U.S. driver’s license.
- Be available to travel as necessary.
- Be a U.S. citizen.
- Meet government background investigation requirements and eligibility requirements for access to classified information.
- Complete child abuse and neglect or child protective services checks and internal background checks to contract requirements.
- Provide a favorable credit check for cleared positions.
- Be able to obtain and maintain a security clearance.
Responsibilities
- Ensure all teams adhere to internal quality standards, performance metrics, and standard operating procedure requirements defined in the Quality Assurance Surveillance Plan.
- Lead 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, case documentation, and observations reported by field team staff conducting onsite safety and wellbeing check-ins.
- Create standard operating procedures, frequently asked questions, scripts, and resources for field team staff focused on professional etiquette, conduct, and interaction with clients in their homes.
- Monitor compliance with standard operating procedures, the code of conduct, and support resources developed for onsite visit field staff.
- Perform quality control of home visit observations reported as high risk, abuse, or neglect.
- Serve as a resource and support for field team staff in defining onsite observations and determining the next course of action.
- Participate in recurring reviews and updates of programmatic policies, procedures, and training materials to incorporate best practices and validate ongoing compliance.
- Support drafting and development of new policies and procedures.
- Perform quality assurance audits, accuracy and timeline 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 acceptable quality level standards.
- Analyze audit data, quality results, and performance trends to identify areas for improvement and inform performance enhancement initiatives.
- Perform root cause analyses of performance or compliance issues as needed.
- Determine appropriate corrective actions in coordination with managers.
- Track completion of all corrective actions and assess their effectiveness.
- Collaborate with leadership to conduct regularly scheduled and unannounced internal audits to ensure program compliance.
- Make recommendations to improve compliance and the overall service and care provided by the organization.
- Ensure contractual compliance with reporting requirements across all organizational areas, including monthly quality control reports and results tied to deliverable performance standards.
- Immediately inform management and program stakeholders of 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 compliance activities, including audit results, standard operating procedure revisions, and quality reports.