Quality Assurance Manager

POSITION: QUALITY ASSURANCE MANAGER

Must be an Idaho Resident.
Work Location – Boise call center

SALARY RANGE:$52,588 - $57,470 DOE

ICSH PURPOSE

Since 2012, Idaho Crisis & Suicide Hotline (ICSH), a program of Jannus Inc., has provided free and confidential suicide and behavioral health crisis intervention to Idahoans in every county. We are committed to ensuring that those served are heard and empowered with options to stay safe while supporting their emotional wellbeing. ICSH has provided 24/7 services since 2014.

POSITION SUMMARY

Working with the Clinical Program Manager, the Quality Assurance Manager will oversee all Quality Assurance activities for ICSH, a 24/7 crisis call center. The Quality Assurance Manager will be responsible for achieving key metrics through effective and efficient monitoring of multiple contact formats, including phone calls, chats, texts, and follow-ups...

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage the QA program for the hotline, including ongoing evaluation of its effectiveness, implementation of changes as needed, and regular reporting on overall performance based on QA metrics.
• Work closely with the management team and external partners to ensure QA monitoring evaluates adherence to all necessary facets of internal and external KPIs, processes, procedures, and best practice in crisis care.
• Provide ongoing training and group evaluation activities to any team members participating in QA monitoring to ensure consistency and accuracy in evaluation and feedback approach.
• Ensure that QA data is stored in a secure and organized way.
• Clearly communicate QA expectations to the ICSH team and ensure that feedback is specific, helpful, and thorough.
• Develop weekly QA reports for Management and Team Leads that are concise, informative, and actionable based on monitoring trends.
• Make training and process recommendations based on QA performance.
• Oversee Quality Assurance team members to include scheduling and task assignment, monitoring, and appraisal.
• Responsible for performance management of Quality Assurance Specialist to include performance evaluations, coaching and mentoring as needed.

Professionalism and Work Conduct

• Meets people with compassion and takes ownership in the success of ICSH.
• Acts in a professional manner and maintains appropriate boundaries with staff.
• Reports to work, meetings, training, and job-related activities prepared and as scheduled.

REQUIRED SKILLS, EXPERIENCE AND EDUCATION

• Bachelor’s degree in social science, business, or related field.
• One or more years’ experience working in compliance and/or Quality Assurance.
• Attention to detail and ability to complete tasks on time.
• Excellent time management and problem-solving skills.

PREFERRED SKILLS, EXPERIENCE AND EDUCATION

• Experience working in the crisis care system or a crisis call center.
• Experience in healthcare Quality Assurance.

Cultural Proficiency and Diversity

• Is open to being an active learner, participating in discussions with others, trying innovative approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.
• Actively promotes staff development by initiating and encouraging communication with employees about issues of diversity and discrimination.
• Support of Jannus’ commitment to diversity, race, equity and inclusion. Integrating these concepts into daily activities to create healthy workplace environments.

PHYSICAL REQUIREMENTS

Operating a computer for extended periods in an office environment is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this job.

WHAT’S IN IT FOR YOU?

• Comprehensive benefit package starts at 20 hours per week.
• Work with a caring team that inspires hope and human connection
• Support the communities where you live and work
• Full benefits for employees working 20+ hours per week
• Up to 4 weeks’ vacation + 4 weeks sick time per year (fulltime status, prorated by FTE)
• 14 paid holidays
• After one year of service, employees earn a 200% match on their retirement contributions of 2% - 5% with immediate vesting.
• Medical, dental, vision and life insurance. Voluntary coverage options for spouse, partner, and/or children.
• Employee Assistance Program (EAP) with no out of pocket cost.

TO APPLY

Go to the Jannus Employment page at www.jannus.org/employment and click on the job posting link to be directed to a secure application portal. Please note that a cover letter and resume are required and applications will be considered incomplete without this documentation. If you need any support completing the application, please reach out to Jannus HR at 208.336.5533. Applications will be accepted until December 14, 2023.

Jannus,Inc.is an Affirmative Action / Equal Employment Opportunity Employer.

Jannus, Inc. shall abide by the requirements of 41 CFR sections 60-1.4(a) (7), 60-300.5(a) and (d),
60-741.5(a) and (d), and 29C.F.R. Part 471, Appendix A to Subpart A, if applicable. These regulations prohibit discrimination against qualified individuals including on the basis of race, color, religion, age, gender, pregnancy, national origin, mental or physical disability, genetic information, sexual orientation or gender identity, veteran status or disability, military status, or any status protected by federal, state or local law and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment women, minorities, qualified protected veterans, and individuals with disabilities.