Quality Assurance Lead

POSITION Summary:

The Quality Assurance Lead is responsible for ensuring program quality, compliance, performance, and continuous improvement across Workforce Development services, including One-Stop/Workforce Center operations and Child Care Services. This position monitors program performance, researches and resolves deficiencies, provides technical assistance, and supports consistent implementation of policies, procedures, funding-source requirements, and applicable regulations. The Quality Assurance Lead also serves as a key training and leadership resource, working with management to train, coach, and develop program staff to strengthen operational effectiveness, accountability, and service delivery.

Essential FUNCTIONS:

• Develop, implement, and maintain monitoring plans for all aspects of Workforce Development programs, including One-Stop/Workforce Center operations and Child Care Services.
• Partner with the Management Team and program leadership to evaluate program effectiveness, operational performance, compliance, and service quality.
• Maintain system accountability for meeting standards established by Southwest Key Workforce, the funding source and other applicable agencies.
• Develop monitoring schedules, reports, corrective-action follow-up, and performance summaries for leadership and supervisory staff.
• Ensure adherence to Texas Workforce Commission data integrity, documentation, case management, and quality requirements applicable to assigned programs.
• Continuously assess staff training, procedures, tools, and development resources and recommend improvements based on monitoring results, performance trends, policy changes, and operational needs.
• Oversee plan to ensure that staff has individualized goals, training and supervision to promote growth
• and development.
• Provide technical assistance, policy interpretation, and quality-improvement guidance to One-Stop/Workforce Center staff, Child Care Services staff, program staff, supervisors, and management.
• Supervise assigned staff, participate in hiring and onboarding as appropriate, and ensure new employees receive structured training on program requirements, quality standards, policies, procedures, and performance expectations.
• Maintain comprehensive knowledge of Workforce Development services, One-Stop service delivery, Child Care Services, applicable contracts, policies, procedures, performance measures, and funding-source requirements.

• Lead and coordinate training for program staff in partnership with leadership, including policy and procedure training, compliance, documentation, data integrity, customer service, quality standards, program updates, corrective-action needs, and leadership expectations.
• Participate in Management Team meetings, leadership meetings, program reviews, and professional development activities.
• Promote a culture of accountability, collaboration, continuous improvement, professional development, and high staff morale.
• Travel to One-Stop/Workforce Centers, Child Care Services locations, meetings, trainings, monitoring activities, and other program-related events as required.

• Facilitate staff training, leadership development sessions, group orientations, and program presentations as assigned.

• Respond productively to changing priorities, regulatory requirements, operational needs, and other essential duties as assigned.

EDUCATION, EXPERIENCE, AND REQUIREMENTS:

• Education Requirements: Bachelor’s degree (required)
• Experience Requirements: 3-year previous work experience in quality assurance, workforce development, program compliance, operations, training, or a related field.
• Ability to clearly read, write, and communicate information to internal and external stakeholders.
• Knowledge of program management, quality assurance, compliance, office procedures, staff development, and the ability to lead and supervise professional and support staff.
• Requires computer proficiency and the ability to effectively operate standard office equipment.
• Ability to lead and motivate others in a manner conducive to high productivity and morale.
• Must have excellent verbal and written communication skills, demonstrated customer service skills.
• Familiarity with the communities being served.
• Knowledge and understanding of local needs and resources.
• Maintain a valid driver's license and status as a qualified driver under the Company’s Vehicle Safety Guidebook standards.
• Bilingual (English/Spanish) (preferred)
• Experience with Texas Workforce systems, TWIST or successor systems, One-Stop/Workforce Center operations, and/or Child Care Services. (preferred)

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

General office environment with moderate noise levels. The position involves sitting for extended periods, with occasional walking or standing, in a busy environment with frequent unscheduled interruptions. Essential functions of the position require extended periods of driving, exposure to varying weather conditions, and the physical ability to bend, stoop, climb, and lift up to 20 pounds, with or without reasonable accommodation.