Contact Center Quality Assurance Auditor jobs in Wisconsin

Quality Assurance Specialist
Residential Care Center, Type II – Bakari Youth Residential Care Center

Position Summary: This position assists and supports the Bakari Center Program Manager to plan, design, monitor, and implement systemic practices and continuous improvement activities that enhance the effectiveness of program operations. The overall purpose is to create accountability with a focus on monitoring compliance and quality assurance and enhance program outcomes through Evidenced Based Practices and evaluation.

The Residential Care Center is licensed under the Wisconsin Department of Children and Families Chapter 52 to provide a Type II residential treatment facility for 24 youth (ages 13-17).

Essential Functions:

• Assist Program Manager to ensure quality assurance, continuous improvement, and compliance with contract, regulatory, treatment model, and agency requirements.
• Provide support to the Program Support Specialist and Operations Support Specialist with coverage assistance during absences.
• Daily monitoring of Medication Administration Records and assist with dispensing medications to youth as scheduled in accordance with policies and procedures including accurate documentation.
• Attend internal management meetings, quarterly partnership meetings, community advisory committee, and participate in workgroups with WAFCA, and CYFS.
• Conduct electronic and/or paper file audits on staff and youth records.
• Conduct facility audits to ensure compliance with DCF 52.
• Manage data collection for quality assurance purpose.
• Develop quarterly reports to report out on continuous quality improvement.
• Assist with strategic planning, goal monitoring and reporting out on goals.
• Assist in facilitating training for new staff pertaining to policies, procedures, accreditation, documentation, and incident reporting.
• Monitor fidelity to treatment model and evidence-based practices.
• Ensure that services reflect the objectives of the treatment model and includes significant attention to youth engagement, positive reinforcement, and use of evidence-based best practices for a high-risk, vulnerable youth population.
• Assist implementation of outcome measurements and evaluation by obtaining information and feedback from both internal (clients and staff) and external (funding sources and other community agencies) customers.
• Keep appropriate documentation for all funding sources.
• Uphold and promote a positive and supportive culture for youth and staff.
• Maintain client confidentiality within all written and verbal communications.
• Adhere to state licensing requirements.
• Adhere to WCS Policies and Procedures.
• Other duties as assigned.

Minimal Qualifications:

• Minimum of a high school diploma or equivalent, bachelor's degree preferred.
• One year minimum of social service program experience.
• Experience monitoring client services, program compliance, and quality assurance.
• Ability to display cultural competence by responding respectfully and effectively to people of all cultures, languages, classes, races, ethnic backgrounds, religions, and other diversity factors in a manner that recognizes, affirms and values the worth of clients.
• Knowledge and skills to work with population age 13-17.
• Valid driver’s license, automobile, and insurance sufficient to meet agency requirements.
• Meet all the employee requirements including references, criminal background check, drug test, and driver’s license check.

Work Relationship and Scope:

Reports directly to the Program Manager and works closely with the Program Director at the Residential Care Center. Interacts with line staff. May interact with residents in a feedback interview process.

Personal Attributes: The person in this position must be passionate about the WCS mission and be a role model for accountability and a culture of excellence by virtue of high-quality program standards and compliance. Be a collaborative team player. Follow agency Code of Conduct and Leadership Code of Conduct. Adhere to established policies and procedures of the agency and of all funding sources. Conduct self in an ethical manner. Maintain professional and respectful relationships with all WCS staff, children and families, and all external persons and agencies involved with service provision. Show sensitivity toward cultural, ethnic, and disability needs.

Knowledge, Skills, and Abilities: This person must by a “system thinker” with demonstrated ability to utilize coaching styles to assist with quality assurance and compliance practices. Knowledge of the criminal justice system and child welfare systems. Prefer knowledge of Evidence Based Practices in working with children and families. Must possess exemplary verbal and written communication skills, along with strong computer skills that include Microsoft Word, Excel, and database applications. Requires being good at detail work and utilizing analytical and problem-solving skills. Ability to multitask, organize, and assist others to implement procedures and practices. Must be sensitive to cultural, ethnic, and disability issues.

Working Conditions: Work is performed in a residential care center setting. Must be comfortable being around and/or interacting with children with significant mental health needs. A flexible work schedule may be required from time to time. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Physical Demands: May require sitting at a desk and/or computer for two or more hours at a time. Requires significant computer work.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Education:

• Bachelor's (Preferred)

Experience:

• social service program: 1 year (Required)
• youth services, program compliance, and quality assurance: 1 year (Preferred)

License/Certification:

• driver's license with insured vehicle (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person