Crisis Services Quality Assurance Manager

SUMMARY STATEMENT OF POSITION

The Quality Assurance Manager is responsible for the direct oversight of all quality assurance and quality improvement initiatives within crisis services programs (phone, chat, and text). This position maintains a strong working knowledge of Crisis Services operational needs, contractual requirements, and data collection practices to support the dissemination of critical information to supervisory, clinical, and training team members. In addition, this position provides direct supervision to a team of Quality Assurance staff, including Coaches who support Shift Lead and Crisis Worker positions. Through this supervision, the Quality Assurance Manager promotes staff development, ensures adherence to quality standards, and supports consistent service delivery across all shifts.

DUTIES

• Provide direct supervision, coaching, and professional development to Quality Assurance Coaches who support Shift Leads and Crisis Workers, fostering skill growth, accountability, and consistent application of quality standards across all shifts.
• Lead quality assurance operations by establishing, tracking, and reporting on contract performance goals, ensuring compliance with all stakeholder requirements.
• Oversee and conduct routine review of crisis interactions across phone, chat, and text modalities, ensuring minimum review standards and percentage targets are met.
• Analyze quality review data to identify trends, document common concerns, and develop actionable recommendations to inform supervisory, clinical, and training teams.
• Collaborate with Directors and leadership to provide regular (e.g., monthly) updates on quality performance, improvement initiatives, and identified risks.
• Maintain subject matter expertise in required metrics, evaluation tools, and stakeholder expectations, ensuring alignment with standards set by Vibrant Emotional Health, SAMHSA, and VADBHDS.
• Represent the program in stakeholder meetings, including monthly performance reviews, and report on quality assurance outcomes and continuous improvement efforts.
• Ensure all internal and external guidance, including Network Resource Center materials, remains current, accurate, and aligned with evolving best practices and stakeholder requirements.

ESSENTIAL COMPENTENCIES

• Strategic Leadership & Business Acumen: Demonstrates the ability to think strategically, make informed decisions, and understand the broader organizational and operational impact of those decisions in a dynamic environment.
• Ethical Practice & Integrity: Builds trust by upholding strong business ethics, modeling organizational values, and treating others with professionalism and respect.
• Communication & Influence: Communicates clearly and effectively across all levels of the organization, ensuring stakeholders are informed, engaged, and aligned while inspiring and guiding team performance.
• People Management & Development: Effectively leads, develops, and supports staff through clear direction, thoughtful delegation, and ongoing performance feedback to foster growth, accountability, and high performance.
• Coaching & Performance Management: Provides consistent coaching that motivates staff, clarifies expectations, recognizes contributions, and drives improved individual and team outcomes.
• Conflict Management & Emotional Intelligence: Navigates challenging situations with professionalism, maintains objectivity under pressure, and resolves conflict constructively while managing emotions effectively.

QUALIFICATIONS

• Bachelor's degree or higher in Human Services, Social Work, Psychology, Sociology, or a related field, or equivalent combination of education and experience.
• Minimum of two years of experience in behavioral health, crisis intervention, suicide prevention, or a related field, preferably within a crisis call center environment supporting phone, chat, and text services.
• Demonstrated experience with crisis service performance metrics, quality standards, and data-informed service delivery.
• Proven experience in supervising, coaching, and developing staff or volunteers, with the ability to lead effectively in a fast-paced environment.
• Strong knowledge of mental health, substance use, and recovery principles, with demonstrated cultural competence in working with diverse populations.
• Excellent communication skills, both written and verbal, along with proficiency in standard computer applications and systems.
• Ability to exercise sound independent judgment, problem-solve effectively, and maintain a high level of integrity and accountability.
• Demonstrated ability to work both independently and collaboratively, with flexibility to adapt to changing priorities and workflows.

POSITIONS SUPERVISED: Coaches

STATUS: Salaried, Exempt; Essential Staff

WORK HOURS/SITE

This is a virtual position and requires 40 hours per week, Monday through Friday 6:00PM - 2:30AM EST. This employee with be asked to attend some day-time meetings on a weekly basis these meetings will be scheduled with advanced notice.