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SalaryThe Quality Assurance Manager will be responsible for oversight of all Quality Assurance operations related to the ORR Call Center and execution of project deliverables. The position will in coordination with operations manager new performance strategies to ensure compliance as well as management of the data and evaluation processes as necessary. This position will report to the Director of Compliance.
Key Responsibilities:
- Oversee and manage the following:
- Design and operate quality control measures for call center and program oversight.
- Ensure accuracy and timeliness in execution of all training, QA, and reporting project deliverables.
- Provide direct oversight of all work streams related to training, QA, and reporting project deliverables
- Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.
- Ensure timely and accurate communication with client to ensure transparency and communication of medium and long-term project activities, outstanding issues, and risk mitigation.
- Implements uniform development and quality standards and ensure accuracy of project deliverables.
- Analyze trends in data and utilize to drive continuous quality improvement.
- Develop monthly reports using available data.
- Directly supervise all QA analysts, safety specialists and data reporting staff.
- Analyze data collection instruments, tools, and systems to ensure effectiveness and determine when necessary to update or expand systems to provide robust data to the client.
- Design and implement Quality Assurance activities.
- Assure all annual and monthly reports are of high quality and delivered according to contract deliverable schedule.
Basic Qualifications:
- Masters in social services: a Bachelor’s in the same field can be substituted for the MS/MA if accompanied by a minimum of 8 years of training development work in the field of refugee resettlement
- 3-5 years managing projects or equivalent of project management such as managing multiple aspects of deliverables, deadlines, and partner relationships
- Minimum of 5 years experience in determining quality of services
- Minimum of 5 years experience working with a federal client relationship
- Tier 2 security with HHS in the past 2 years
Preferred Skills/Experience:
- Experience conducting detailed training and/or job/task analyses
- Experience developing both soft-skills and technical training
- Experience with Office of Refugee Resettlement
- Experience in a Quality Assurance or Continuous Quality Assurance position
- Experience interacting with and advising clients
- Bilingual English/Spanish
Professional Skills:
- Strong project management skills
- Strong oral and written communication skills
- Strong analytical, problem-solving, and decision making capabilities
- Strong attention to detail
- Ability to multi-task in a fast-paced environment
- Ability to work well both individually and in a team environment
- Ability to prioritize multiple tasks while demonstrating the initiative to complete projects with minimum supervision
- Ability to work with all levels of internal staff, as well as outside clients and vendors
- Ability to be flexible to handle multiple priorities and to work limited overtime as necessary
- Ability to travel up to 25%
- Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint
- Sound business ethics, including the protection of proprietary and confidential information
ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.
Working at ICF
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our
EEO & AA policy
. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email
icfcareercenter@icf.com
and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about
workplace discrimination rights
, the Pay Transparency Statement
, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:
