Southwest Key Programs Inc.

  • Quality Assurance Manager

    Location US-AZ-Phoenix
    Posted Date 3 weeks ago(11/18/2019 12:46 PM)
    Job ID
    # Positions
    Quality Assurance
  • Job Summary:

    The Southwest Key (SWK) Regional Quality Assurance Manager (QA Manager) leads and oversees a team of quality assurance specialists supporting multiple program sites within their designated regional catchment area.  This position is responsible for the day to day performance management of PQI staff at the program level.  The Regional Quality Assurance Manager works directly with program management and staff to monitor performance, identify potential performance and training opportunities; and ensure compliance with Office of Refugee Resettlement (ORR) and state licensure incident management and reporting. This position works with program management and support staff to develop meaningful and measurable improvement plans in response to performance reviews; participates as a voting member in State Quality Management Committees and ensures the use and adherence to SWK QPI standard work processes and protocols.  The Regional Quality Assurance Manager aggregates program performance data into regional performance reports for the National Director, PQI, and the Vice President, PQI.   The Regional Quality Assurance Manager has a strong commitment to child safety and health care, experience and success running a comprehensive quality management program, and knowledge and experience with federal grant programs and state licensure requirements.

    Essential Functions:

    • Provide day to day training, oversight, and support to Quality Assurance Specialists to ensure adherence to the SWK PQI Work Plan tasks and PQI standard work protocols.
    • Oversee and ensure that all serious incidents are captured, documented, and reported according to regulatory turnaround time requirements.
    • Ensure the accuracy, timeliness, and reliability of all PQI work documentation.
    • Implement coaching and supervision schedule for all direct reports and provide real time performance feedback to staff.
    • Provide support and staff resources to program and enterprise quality improvement activities.
    • Track and trend Quality Assurance Specialists’ performance across region to identify areas for additional training and/or staff development.
    • Support quality review, accreditation, and regulatory audit readiness.
    • Actively participate in the State Quality Committees.
    • Ensure all program specific policies and procedures reflect ORR and state specific licensure requirements.
    • Complete monthly, quarterly, and annual program performance evaluation reports for National Quality leadership team.

    Other Functions:

    • Act as change agent for the organization. Model professional and positive approaches to organization and program requirements.
    • Provide direct supervision, mentoring, and oversight to Quality Assurance Specialists.

    Qualifications and Requirements:

    • Bachelor's degree required; in health and human/social services, social work, public health, or related field. Master’s degree strongly preferred.
    • At least 5-years' experience in Quality Management/Assurance, Compliance, Accreditation, Safety, and or Risk Management.
    • At least 1-3 years' Supervisory experience (oversight of at least 10 or more direct reports, preferred).
    • Experience with using continuous quality improvement approaches and tools in business management.
    • Ability to problem-solve and utilize critical thinking skills to address challenges
    • Ability to apply statistical methods to read and interpret performance data.
    • Ability to work independently and support remote staff.
    • Strong data analytics and reporting skills.



    • Bilingual (English/Spanish)
    • Experience in a shelter or residential facility environment.
    • Knowledge of and experience with state child care facility statues, rules, and regulations.
    • Certified Professional of Healthcare Quality (CPHQ) or Lean Six Sigma Green Belt Certification

    Physical Demands:

    Must be able to read, write, and communicate. While performing the responsibilities of this job, the employee is required to bend, lift, seize, hold, grasp, turn, or otherwise work with hand or hands. Expressing or exchanging ideas by means of the spoken word. Must be able to lift up to 10 pounds.

    Work Environment:

    General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate business apparel.


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