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SalaryThe Quality Safety Analyst will be responsible for a variety of QA and monitoring activities to ensure uniform quality standards are applied at the Call Center including call monitoring and evaluation, auditing of call interaction documentation and reporting, and identifying training needs of staff. The position reports to the QA Manager for the Call Center.
ICF offers an excellent benefits package, an award-winning talent development program, and fosters a highly skilled, energized and empowered workforce.
Key Responsibilities:
- Conducts a variety of QA and monitoring activities to ensure uniform quality standards are applied by all Call Center staff.
- Auditing to ensure contact documentation is completed for every call.
- Reviews reports created and provides assessments on trends, patterns, and possible concerns that can arise to be elevated to the client.
- Reviews and monitors employee files to ensure all background checks are complete and current.
- Evaluates notifications of Prevention of Sexual Abuse (PSA) Hotline alerts
- Review and assess Critical Incident Reports and safety plans for compliance, accuracy and to ensure reporting criteria have been met.
- Review all mandated child abuse reports and reports to law enforcement to assure they are reported accurately to local authorities.
- Reviewing or preparing safety reports to be submitted to ORR.
- Identifying training needs based on review of calls.
- Reviews and submits new referrals to Post Release Services.
- Work closely with the call center staff, ORR (client) and client’s stakeholders in the execution of deliverables and services.
- Review and/or respond to all calls as needed from unaccompanied minors.
Basic Qualifications:
- Bachelors in social work or social services focused degree.
- Minimum of 3 years of experience in responding to reports of abuse regarding children, youth, or families in a hotline or investigatory role.
- Previous or current HHS Tier 2 security clearance in the past 2 years.
Preferred Skills/Experience:
- Experience with Office of Refugee Resettlement.
- Minimum of 5 years experience working with unaccompanied children or refugee minors.
- Trained in interviewing children.
- Bilingual English and Spanish preferred.
- Minimum of 3 years of experience in responding to crisis calls from children, youth, or families, including at least one year as a supervisor or manager on a child abuse hotline.
- Ability to work nights and weekends.
- Ability to travel up to 25%
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 environmen.t
- 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.
- Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel, Project) and MS SharePoint.
- Sound business ethics, including the protection of proprietary and confidential information.
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:
