Quality Assurance Specialist

BronxWorks helps individuals and families improve their economic and social well-being. From toddlers to seniors, we feed, shelter, teach, and support our neighbors to build a stronger community. In all aspects of our work, we strive for the highest ethical and performance standards and are guided by the belief that people are to be treated with dignity and respect regardless of their present situation or past experiences.

Across our 60+ locations, we provide programs in a variety of service areas, including workforce development, children, youth, families, seniors and homeless prevention.

BronxWorks Homebase assists more than 3600 households with housing retention and stabilization services in the South Bronx. We achieve this by providing services to include case management, public benefits, advocacy, referrals to available resources, mediation, and financial literacy workshops.

BronxWorks is seeking a highly motivated and detail-oriented Quality Assurance Specialist to join our team. The Quality Assurance (QA) Specialist is responsible for monitoring, reviewing, and evaluating service delivery to ensure compliance with organizational policies, procedures, and regulatory requirements. The QA Specialist helps maintain high-quality standards by identifying gaps, supporting staff training, and recommending improvements to enhance program effectiveness.

The ideal candidate will thrive in a fast-paced environment, have the ability to multi-task, be flexible to programmatic change and adapt accordingly, be extremely organized, and be adept at working with multiple software platforms. We are looking for strong assessment and analytical skills, structured organization and filing skills, and excellent verbal and written communication abilities. Our team offers a collaborative work environment, with a standard Monday-to-Friday schedule and the potential for one work-from-home day per week, offering flexibility and work-life balance. We also offer a competitive starting salary, recognizing the value of your skills and experience. If you're passionate about making a difference in the Bronx community, we encourage you to apply.

RESPONSIBILITIES:

• Conduct regular case file audits to ensure documentation is accurate, complete, and in compliance with internal policies and funder requirements
• Monitor data entry for accuracy in databases and management systems (e.g., Salesforce)
• Prepare QA reports and track trends in errors or deficiencies
• Collaborate with staff to correct errors and provide guidance on documentation standards
• Maintain up-to-date knowledge of program policies, funder requirements, and best practices
• Assist with the development and implementation of quality assurance protocols
• Participate in internal reviews and assist with external audits or monitoring visits
• Maintain records of QA findings and provide feedback to program leadership
• Design, implement and maintain a variety of audit tools, assessments, surveys, reports, key performance indicators (KPIs), data systems, and dashboards that effectively track, evaluate, monitor and communicate: program impact, performance against targets, compliance with contractual and legal obligations, risk mitigation action plans, client experiences in receiving program services, efficiency, and other relevant data points as needed
• Provide and/or facilitate effective staff training in relevant areas (both at orientation and ongoing), such as regarding case administration procedures, applicable law and regulations, contract requirements, agency and program policies and procedures, data systems and data entry protocols, and the use of data toward programmatic improvement. Track and take appropriate steps to ensure staff compliance with agency and program training requirements
• QA Specialist may be required to report to multiple offices to provide on-site support when/as needed
• Monitor completion of on time case noting/assessments/required document collection
• Evaluate contacts and service engagements ensuring the quality of service, excellence in professionalism, sensitivity, accuracy and timeliness are provided to the clients; document all fact findings, identify trends, training gaps and provide recommendations for improvements to management
• Communicate outcomes of QA audits to managers and leads, and clearly recommend individual coaching opportunities for staff
• Effective performance of the essential functions of this position requires regular in-person, on-site interaction with colleagues, both for purposes of relationship building and meaningful collaboration

Education & Training

• Participate in both internal and external training.
• Complete annual certifications (Mental Health, Mandated reporter)
• Maintain knowledge of client services (PA, Medical, Mental health)

QUALIFICATIONS:

• Bachelor’s degree in an analytical or administrative field or another related field of study.
• Strong oral and written communication, time management, and organizational skills are necessary.
• Proficiency in Microsoft Office suite and other standard business technology is required. 
• Experience handling quality assurance and administrative tasks preferred

BronxWorks seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity, and in accordance with federal, state and local laws, does not discriminate unlawfully against employees and applicants for employment on the basis of age, color, creed, disability, marital status, military status, national origin (including ancestry), predisposing genetic characteristic, race, sex, gender, actual or perceived sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality and asexuality), status as a victim of domestic violence, or any other characteristic protected by law. This commitment applies to all terms, conditions and privileges of employment, including but not limited to recruitment, hiring, compensation, training and employee development, placement, promotion, demotion, upgrading, downgrading, transfer, layoff and termination.